Sharon thought someone would explain.
When Sharon’s neighbour moved into residential aged care, she wanted to make sure everything was right.
As their Enduring Power of Attorney, she expected there would be paperwork, questions and decisions to make.
She didn’t expect to spend months trying to understand medication charges that didn’t seem right.
Some medicines appeared to be billed privately when she believed they should have been covered.
Each time she asked for an explanation, she was given a different answer.
She made phone calls.
She read invoices.
She asked more questions.
But instead of getting clarity, she found herself navigating a system that was difficult to understand.
Eventually, with support from an advocate, Sharon was able to challenge the charges and seek answers.
But she couldn’t stop thinking about the older people who didn’t have someone asking those questions on their behalf.
Or the people who simply paid because they assumed the system must be right.
Because abuse and mistreatment of older people isn’t always obvious.
Sometimes it’s the system.
Sharon's video
Some viewers may find these stories emotional or confronting. They are inspired by real lived experiences shared with Council on the Ageing Queensland. To protect the privacy and confidentiality of those involved, the people featured are digital representations rather than real individuals. Every story has been carefully de-identified while keeping the person’s experience at the heart of the story.
About Sharons's story
Sharon’s story explores how complex systems, unclear information and inappropriate financial charges can leave older people vulnerable to abuse and mistreatment.
When information is confusing or difficult to question, older people may pay for services or medications they don’t fully understand, or feel unable to challenge decisions that affect them.
Sharon’s story reminds us that transparency, advocacy and knowing where to seek independent advice are essential safeguards.
In Sharons’s story, the signs are subtle. They include:
unexpected or unexplained medication charges.
invoices or fees that don’t seem right.
difficulty getting clear answers.
being referred from one person or organisation to another.
feeling discouraged from questioning decisions.
relying on an advocate to understand complex information.
financial stress caused by unclear charges.
trusting your instincts when something doesn’t seem right.
Why this matters
Older people have the right to understand the care they receive, the medications they are prescribed and the costs they are asked to pay.
When systems are difficult to navigate or information isn’t clear, mistakes can go unnoticed and inappropriate charges may never be questioned.
Many older people simply trust that everything is correct.
Sharon’s story reminds us that asking questions, seeking independent advice and speaking up when something doesn’t feel right can help protect the rights of older people.
Find information and support
If you or someone you know is in immediate danger please call 000 for emergency services. For text-based emergency access (for hearing or speech impairment), call 106.
If these stories have raised concerns for you or someone you know, support is available. You don’t have to work it out alone.
Looking for legal support in your area?
Queensland has a network of community legal centres and legal support services that can provide advice on matters such as elder abuse, financial abuse, powers of attorney, guardianship and other legal issues.
Every story matters
Sharon’s story is one of six stories in A Time to Listen, a Council on the Ageing Queensland storytelling project sharing experiences inspired by the lived experiences of older Queenslanders.
Sometimes the greatest challenges aren’t always visible.
By listening, asking questions and helping people navigate complex systems, we can create communities where older people feel respected, informed and supported.
Acknowledgements
We extend our heartfelt thanks to the older Queenslanders who generously shared their stories and experiences with us. Your courage, honesty and willingness to speak about difficult experiences have made this project possible and will help raise awareness of the abuse and mistreatment of older people across Queensland.
To protect privacy, the stories have been carefully de-identified and recreated using AI technology while remaining true to the experiences shared.
This series was produced by Red Hat Films in partnership with Council on the Ageing (COTA) Queensland.