Gai Brodtmann (Canberra, Australian Labor Party, Shadow Assistant Minister for Cyber Security and Defence) Share this | Hansard source

I'd like to start by noting that it's a relief to finally be here. It's a relief to see the Morrison government introduce the Aged Care Quality and Safety Commission Bill 2018 into the parliament, and better late than never. One year ago, almost to the day, the government was handed the Review of national aged care quality regulatory processes report, better known as the Carnell-Paterson review report. This review was the result of a Senate inquiry into aged care, after an investigation into the South Australian Oakden aged-care facility revealed abuse and neglect of elderly residents. This bill arises from one of the 10 recommendations from that Carnell-Paterson review. One year ago—again, I underscore this—this government received that review's report. And here we are talking about it today. Since they received the report of that review, it has been one year. It is only now that we are talking about this.

This bill is to establish a new Aged Care Quality and Safety Commission from 1 January next year. The new commission will be tasked with helping restore the confidence of aged-care consumers in light of recent public concern. It will address all four areas of aged-care services: residential aged-care services, home care services, flexible care services, the Commonwealth Home Support Program and the National Aboriginal and Torres Strait Islander Flexible Aged Care Program.

We've seen the reports from the ABC and the fact that this government announced a royal commission just the night before the program actually went to air. Labor supports the royal commission into the abuse and the cover-ups in the aged-care sector, but we don't believe that we have to wait for a royal commission to finish before we start fixing the crisis that has been created by those opposite after years and years and years of cuts to the sector.

There are 108,000 people on the home care package waiting lists, including 88,000 people with high needs. This includes many people in my community. I want to share just one of their stories. These are not hypotheticals; these are stories of the real lived experiences of men and women who have contacted my office for help, after months of feeling helpless.

Margaret lives in Kambah and requires modifications to her bathroom to ensure it is safe for her to use. Margaret's occupational therapist has told her that these modifications are vital—they're absolutely essential for her to live happily and safely in her own home. Margaret was approved for a home care package and applied to a local service provider to have these modifications done 14 months ago. For over a year, she worked with the provider to get the modifications, including to get a handrail installed in her shower. After 12 months of back-and-forth, Margaret was told that the service provider was no longer able to help. After 12 months of communication, the light at the end of the tunnel had gone—it had vanished. She had to start the whole process again. So Margaret began to look for other service providers in the area that could provide the services that she had had approved. Unfortunately, there is only one, and this provider is already at capacity with home care packages and unable to accommodate Margaret. She has now been placed on a waiting list, and it could take up to 12 months for her issues to be addressed.

Since being put on the waiting list, Margaret has had a fall in her shower. She was hospitalised, and her occupational therapist told her once again that the modifications to her bathroom were essential and urgent. This situation is ongoing. Just today, Margaret told me that she is still waiting for a home care package. This is a member of my community who, as recently as this morning, couldn't shower in her own home without the burden of the risk of yet another injury. After a year of back-and-forth to get the package she is entitled to, she has been forced to sit around and wait again.

Last month, in question time, the minister for human services was asked why more and more older Australians were finding it hard to get their applications for the age pension approved. He was, unfortunately, unable to answer, instead inviting MPs with individual concerns to contact him. In 2017-18, the average wait time for Australians trying to access the age pension was 49 days. This is up from 36 days the year before.

In Canberra, it seems to be a different story. Several members of my community can only wish they fell into this timeframe. I recently heard from Peter and Jenny, who live in Banks, who told me that, after applying for the aged pension, they were forced to wait five months—that is, about 150 days—with no communication about the progress of their application. Every email they sent to the department was unanswered and at one stage they were waiting on hold to the Department of Human Services for 45 minutes, so I hope that the minister is listening. Jenny and Peter told me calling or emailing is just a waste of their time. Eventually, they were fed up and visited my office, just like Jan, who waited four months or 120 days for her age pension, and Noel who also waited five months or 150 days for his age pension. Frank and Sharon waited a total of 10 months or a whopping 300 days to receive their age pension.

I hope the minister is listening. Here's what Canberra has to say in response to the request that you just sent out in question time. Frank and Sharon had by far the longest wait time I have ever heard about. I have no doubt there are many more Canberrans experiencing these delays in home care packages and aged pensions and I encourage them to contact me. Canberrans, please call or email my office if you are experiencing unreasonable wait times and delays for the services that you are entitled to.

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