Governance

HACC National Service Standards

Information on the HACC National Service Standards

The HACC National Service Standards provide HACC funded service agencies with a common reference point for internal quality control by defining particular aspects of service quality and expected outcomes for consumers in seven key areas:

• Access to Services
• Information and Consultation
• Efficient and Effective Management
• Coordinated, Planned and Reliable Service Delivery
• Privacy, Confidentiality and Access to Personal Information
• Complaints and Disputes
• Advocacy

Following the agreement of all State and Territory Ministers responsible for the HACC Program, the National Service Standards were gazetted on 17 May 1995.

States and Territory Governments are now required to include the Standards in all service contracts. Monitoring and compliance with the Standards is now a major part of service reviews.

The HACC National Service Standards Instrument has been developed to measure the extent to which individual agencies are complying with the Standards through a service appraisal process.

Agencies should contact their relevant States or Territories funding body to find out more details about the service appraisal process and time line for implementation and review.

The HACC National Standards Instrument and Guidelines (PDF 385 KB) contains further information on the Standards, planning for service appraisals, scoring, development of Quality Action Plans (QAP) and other resources.

The HACC Consumer Survey Instrument and Guidelines (PDF 227 KB) are not meant to be prescriptive but rather are intended to provide general guidance to agencies and service quality assessors in collecting the views of consumers as part of the appraisal of service quality.

If you are having problems downloading these PDF files please send an email to - acc@health.gov.au for a copy to be sent to you.