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Discussion paper released for submission - Aged Care Complaints Scheme: Proposed Complaints Management Framework

The Department of Health and Ageing has released a discussion paper that outlines a proposed complaints management framework.

To Aged Care Stakeholders

Please find attached a letter from Lucelle Veneros, Department of Health and Ageing, regarding the release of the Aged Care Complaints Scheme: Proposed Management Framework discussion paper.

Submissions are required by March 22, 2011.

PDF version of the Aged Care Complaints Scheme: Proposed Complaints Management Framework (PDF 30 KB)

Dear Aged Care Provider

The Department of Health and Ageing has released a discussion paper that outlines a proposed complaints management framework. This proposed framework aims to take forward key recommendations from the Review of the Aged Care Complaints Investigation Scheme by Associate Professor Merrilyn Walton, including risk assessment and alternative complaint resolution options.

The discussion paper is available on the YourHealth website.

Stakeholders are invited to make submissions by Tuesday, 22 March 2011 at 12.00pm AEDST. Submissions can be made online at the YourHealth website, by email, by mail or fax - more information about submissions is included in the discussion paper.

Key points

The scope of this discussion paper is the complaints management framework. It does not deal with issues around compulsory reporting, notifications or contact that is not a complaint.

The purpose of the discussion paper is to:

• Seek input from consumers, the aged care sector and their staff and other key stakeholders on the proposed complaints management framework for Australian Government subsidised aged care services (residential and community care).
• Seek feedback on the potential regulatory impact of the proposed complaints management framework, particularly in regards to the compliance costs that the aged care sector is likely to encounter.

To facilitate discussion of the framework, the paper has been divided into the following eight discussion points:

1. Complaints management framework
2. Risk assessment and response framework
3. Investigation
4. Supported resolution
5. Approved provider resolution
6. Conciliation
7. Mediation
8. Post-investigation conferencing.

Guiding questions and case studies are included at the end of each discussion point to stimulate feedback on the proposed framework. The questions are prompts and should not limit discussion of the framework. We welcome suggestions and views on other issues relevant to the framework that have not been specifically considered in this paper.

If you have any questions, please direct them to Aged Complaints Communications in the first instance.


Yours sincerely

Authorised for electronic transmission

Lucelle Veneros
Assistant Secretary
CIS Operations Branch
Office of Aged Care Quality and Compliance
23 February 2011

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