Dawson Seniors Deserve A Person, Not A Computer

OPINION PIECE By Andrew Willcox MP, Federal Member for Dawson

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Imagine being told you cannot receive the aged care support you need, even when a qualified assessor knows the decision is wrong. Not because of your circumstances or medical needs, but because a computer has made the call and the assessor cannot change it.

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That is the reality of the Albanese Labor Government's aged care assessment system, and the Commonwealth Ombudsman has now delivered damning findings about how it operates.

Older Australians deserve dignity, compassion and common sense. They should never be reduced to a computer-generated score.

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Across Dawson, I hear from older residents who want to remain independent in their own homes for as long as possible.

Whether that's a few hours of care each week, a shower rail or a ramp, these practical supports can make an enormous difference.

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Yet since November 2025, Labor's aged care assessment system has relied on an algorithm to determine support allocations and waiting priorities, without allowing qualified assessors to directly override its decisions.

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It reminds me of that famous British comedy sketch where a customer is repeatedly told “computer says no”.

It was funny on television, but there's nothing funny about older Australians being denied appropriate care because a computer overrides a trained professional.

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The Commonwealth Ombudsman found the system “unreasonable”, warning that “a reasonable person would… lack confidence that the system is in fact fair and consistent”.

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The Department of Health sought reconsideration of that finding, but the Ombudsman refused.

The investigation also found assessors could not override decisions, even when considered “clinically inappropriate”.

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Think about that.

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A qualified assessor could sit with an elderly resident, understand their circumstances and recognise the computer has made the wrong call, yet be powerless to correct it.

That is bureaucracy overriding professional judgement, and older Australians are paying the price.

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Coalition senators joined the crossbench to pass legislation restoring assessors' ability to override these decisions, but Labor has refused to bring the Bill forward for a vote in the House of Representatives.

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The Ombudsman's findings should have prompted immediate action. Instead, Labor continues resisting a commonsense change that would put qualified professionals back in control.

The Government should scrap this flawed approach. At the very least, it must support the Coalition's legislation and restore professional judgement.

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When it comes to our seniors' health, dignity and independence, “computer says no” should never be the final word.

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