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New Aged Care Complaints Scheme in full effect from 1 September 2011

In this section:

As you may already know, the Aged Care Complaints Scheme (the Scheme's) improved management framework will be in full effect from 1 September 2011.

The improved framework is a result of the Australian Government's decision to implement recommendations from the independent Walton Review to improve the Scheme's operations, timeliness and transparency. This will involve expanding the range of resolution options, encouraging local resolution where possible, staff training and development, and broadening review rights.

Reforms are being delivered over four years through to 2013-14. Many improvements have already been rolled out to strengthen the Scheme’s capacity to respond to complaints about Australian Government subsidised aged care services.

The improved Scheme offers:

  • a focus on achieving timely resolution of concerns
  • a more flexible approach to resolving concerns
  • support for local resolution where possible
  • risk assessment of individual complaints
  • strengthened procedures
  • improved information for consumers and providers
  • greater transperancy in how we operate.
To reflect these improvements, we have been busy updating our communication materials. These materials explain how the strengthened Scheme works and aim to meet the information needs of aged care recipients, their carers and families, and aged care providers. Thank you to those who contributed input and feedback in the development of these new resources.

In September, we will be sending you a stakeholder kit with the following materials:
  • a brochure
  • a detailed booklet
  • posters (small and large size)
  • a Strategic Plan
  • a Service Charter
  • fact sheets on a variety of topics including:
    • 'Options for resolving concerns about aged care'
    • 'What outcomes can the Aged Care Complaints Scheme achieve?'
    • 'What is a Direction of the Aged Care Complaints Scheme?'
    • 'How aged care advocacy can help you'
    • 'Aged care quality and complaints: Roles and responsibilities of the Aged Care Complaints Scheme, the Accreditation Agency and the Aged Care Commissioner'
    • 'The new Aged Care Complaints Scheme: What does it mean for you?'
The posters and brochure will also be available in other languages including Arabic, Chinese, Croatian, Dutch, German, Greek, Hungarian, Italian, Macedonian, Maltese, Polish, Russian, Serbian, Spanish, Tagalog, Turkish and Vietnamese.

Once kits have been distributed, you will also be able to view, download and order these materials from our Aged Care Complaints Scheme website.

We will send an alert via our Aged Care Complaints Scheme website once the new Scheme resources are ready to order, so be sure to keep posted!