ADA Australia

Advocacy Case Studies

ADA Australia has provided crucial advocacy services to thousands of older people and people with disability.  The following case examples provide a snapshot of some of the issues we have worked with clients to resolve.


Kristy receives a community care cleaning service once a fortnight. Kristy contacted ADA Australia because her support worker had been cutting her regular service short by up to 20 minutes a shift and was not completing all the required cleaning tasks. Kristy was particularly concerned about her floors being mopped and not dried, as she recently slipped on wet tiles.

ADA Australia’s advocate listened to Kristy’s concerns and informed her that she has the right to receive a reliable and safe service. The advocate supported Kristy to raise her concerns at a meeting with the manager of the service who was not aware that Kristy’s service had been finishing early. The manager also expressed concerned about the risks associated with Kristy’s floors being left wet.

The manager informed Kristy that as a result of her complaint, all staff would receive further training on ensuring client safety and would also be instructed to adhere to the allocated timeframes of a shift. In addition to this, the advocate assisted Kristy to prioritise tasks to be completed with each cleaning shift and ensured that this was clearly documented in Kristy’s care plan.  Since the involvement of ADA Australia, Kristy has noticed a significant improvement in the quality of the cleaning service.


Peter, who lives in a residential aged care facility, recently had a fall whilst walking through the facility garden. Following his fall, the facility told Peter that he was a falls risk and would now require assistance with showering. Peter contacted ADA Australia because he felt that this was a breach of his privacy.

ADA Australia’s advocate listened to Peter’s concerns and informed Peter that he had the right personal privacy and the right to make decisions about his care, even when those these decisions may involve an element of risk.

The advocate supported Peter to discuss his concerns with the manager of the aged care facility. At this meeting it was agreed that Peter would sign a waiver accepting personal responsibility for any injury that may occur as a result of his decision to shower unassisted. Peter was happy with this outcome and continues to shower independently.


Trevor is the carer and Enduring Power of Attorney for his wife Jean who has dementia.  Jean receives a number of in-home supports including assistance with showering. Trevor contacted ADA Australia because Jean’s home care service was sending a different support worker to shower Jean each day and Trevor noticed that Jean was getting distressed undressing and showering in front of so many people who she was not familiar with.

ADA Australia’s advocate listened to Trevor’s concerns and informed Trevor that Jean had a right to be treated with dignity and to receive care that was respectful of her privacy and individual preferences. The advocate asked Trevor who Jean’s preferred support workers were and later supported Trevor to discuss his concerns and Jean’s care preferences with the Manager of the home care service. Jean now has two regular workers who provide showering assistance.


Mae receives a Level 3 Home Care Package and contacted ADA Australia because her Home Care Service refused to provide her with regular physiotherapy as part of her package.

ADA Australia’s advocate listened to Mae’s concerns and informed Mae that she had the right to choose the type of care and services she would like to receive. The advocate assisted Mae to understand and review the budget for her Home Care Package and identified that Mae could afford to access physiotherapy once a fortnight.

The advocate supported Mae to discuss her care preferences in a meeting with the Manager of the Home Care Service. The Manager suggested that Mae’s Home Care Package could not afford physiotherapy because the cost associated with transporting Mae to their physiotherapy clinic would take her over budget. The advocate assisted Mae to identify local physiotherapists that could deliver services in Mae’s own home, eliminating the need for transport. Mae’s Home Care Package now provides her with fortnightly in home physiotherapy services delivered by her preferred physiotherapist.


To read some Guardianship case studies go to Guardianship Case Studies.