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Aged Care Complaints

Aged Care Complaints Scheme - Privacy Statement

This page provides the privacy statement regarding the Complaints Scheme.

You may download this document in PDF format:

PDF printable version of the scheme's Privacy Statement (PDF 31 KB)

Australian Government agencies must comply with the Information Privacy Principles (IPPs) set out in the Privacy Act 1988 (Cth). The IPPS cover the collection, storage, quality, use and disclosure of personal information about individuals.

The Aged Care Complaints Scheme (the Scheme) is administered by the Office of Aged Care Quality and Compliance in the Australian Government Department of Health and Ageing. The Scheme complies with the IPPs contained in the Privacy Act 1988.

Why might the Scheme collect personal information?

The Scheme might collect and use personal information for the purpose of performing its functions as set out in the Complaints Principles 2011 made under the Aged Care Act 1997.

Personal information may be collected by the Scheme in response to a particular concern or complaint. When a concern is raised with the Scheme, its officers may collect personal information which relates to the complaint from any of the following parties: the person raising the concern, the affected care recipient and/or their relatives or representatives, the relevant approved provider and/or their staff. This personal information may be used by the Scheme to assess whether the approved provider has met its responsibilities under the Aged Care Act 1997.

Does the Scheme disclose the personal information that it collects?

The Scheme has procedures to ensure that personal information is protected against misuse and is not unlawfully disclosed.

The Scheme must ensure that any request for confidentiality is complied with unless the Scheme considers that doing so will, or is likely to, place the safety, health or well-being of the complainant, a care recipient or any other person at risk The Scheme must take all reasonable steps to notify the complainant before deciding not to comply with a request for confidentiality.

Personal information collected by the Scheme may be disclosed to, and used by, relevant officers of the Department of Health and Ageing for the purpose of taking compliance action against an approved provider under the Aged Care Act 1997.

Personal information collected by the Scheme may also be used or disclosed in accordance with Part 6.2 of the Aged Care Act 1997 or where otherwise permitted or required by law. Referrals to another organisation are made where a concern raises issues that require, or may require, action by the other organisation.

How can you find out what personal information the Scheme holds about you?

Individuals can obtain information regarding access to their personal information by contacting the Scheme on 1800 550 552.

What can you do if you think that the Scheme has breached its privacy obligations?

If you have any concerns about the Scheme’s handling of your personal information you are encouraged, in the first instance, to discuss these with the manager of the Scheme on 1800 550 552. If you are still dissatisfied, you can raise concerns directly with the Office of the Aged Care Commissioner or contact the Federal Privacy Commissioner.

Office of the Aged Care Commissioner
Telephone: 1800 500 294 (free call)
Email: info@agedcarecommissioner.net.au
Website: www.agedcarecommissioner.net.au/

Office of the Privacy Commissioner
Telephone: 1300 363 992 (cost of a local call)
Web site: www.privacy.gov.au
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