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What outcomes can the Aged Care Complaints Scheme achieve?

This fact sheet explains what outcomes can be achieved when the Aged Care Complaints Scheme examines a concern.

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The Aged Care Complaints Scheme provides a free service for people to raise concerns about the quality of care or services delivered to people receiving Australian Government subsidised residential or community aged care services.

If you have a concern about the care you or someone else is receiving, it is important that you talk about it. Complaints help approved providers improve the quality of care and services they provide to you or your loved one, so one complaint can help other people, too.

We encourage you to raise your concern with the approved provider because local resolution can achieve a fast and sustainable outcome. We can support you to do this. If that approach is not possible, we can examine your concern. Approaches range from simple, relatively quick and informal approaches, to more formal and lengthy processes.

Aged care providers who receive funding from the Australian Government are called ‘approved providers’. This term is used throughout this fact sheet.

Tell us what outcome you would like to see

During your first contact, we will gather as much information as possible about your concern, and ask you what outcome you would like to see. This helps us to understand all the issues and your expectations.

We will provide information about how the Scheme works, the options for resolving your concern, and what outcomes can be achieved through those options.

To help achieve a positive outcome, provide as much information as you can and tell us what outcome you would like to see.

Resolution outcomes

We may be able to achieve any of the following outcomes:

Agreement

You and the approved provider both agree that your concerns have been addressed and the issues resolved. We provide written confirmation of this outcome to both parties.

Addressed

We are satisfied that the approved provider has addressed the issue. We provide written confirmation of this outcome to both parties.

Direction issued

Where we believe the approved provider is not meeting their responsibilities under the Aged Care Act 1997 (the Act), we can issue a Direction. A Direction requires the provider to demonstrate how they have met or will meet their responsibilities.

Referred for compliance action

We can refer a matter to the Department of Health and Ageing’s compliance area for compliance action if we are concerned the approved provider has not complied with or is not complying with its responsibilities under Parts 4.1 to 4.3 of the Act.

No further action

In a small number of cases, we may take no further action. For example, we may not take action if the matter is subject to legal proceedings or a coronial inquiry, or if the care recipient does not want the complaint to be examined.

Your review rights

The ability to seek a review helps us to address any concerns you may have about our work. Your feedback also helps to improve the administration of the Scheme. We encourage you to contact us if you are not satisfied at any stage of the complaint or would like to provide feedback. Call 1800 550 552* and ask to speak to the complaints manager in your state or territory.

You can ask the Aged Care Commissioner to examine our process for handling your complaint (within 12 months) or examine our decision (within 28 days of receiving our letter outlining this decision). To find out more or to lodge a request, call 1800 500 294* or go to the website agedcarecommissioner.net.au

Aged Care Complaints Scheme
Phone 1800 550 552*

Write
Aged Care Complaints Scheme
Department of Health and Ageing
GPO Box 9848
In your capital city

Online
agedcarecomplaints
govspace.gov.au

All information in this publication is correct as of August 2011
*1800 calls are free from fixed lines; however calls from mobiles may be charged.