Delivering quality aged care services

All aged care services are expected to deliver quality care. Find out what this means for you as an aged care service provider.

Charter of Aged Care Rights

The Charter of Aged Care Rights protects the rights of people receiving aged care. It applies to all aged care services that are funded by the Australian Government. The Charter is made in law. See changes in the User Rights Principles.

You must:

  • sign and provide a copy of the Charter to each person receiving aged care
  • help each person to understand the Charter
  • give them time to understand and sign the copy
  • comply with record keeping requirements relating to the Charter

Asking the person to sign the Charter confirms they have received and understand it. They can choose not to sign the Charter. Their services can still start or continue if they choose not to sign.

Everyone involved in the delivery of aged care must respect the rights of people receiving aged care.

The Aged Care Quality and Safety Commission has resources to help you with your responsibilities to care recipients.

The Older Persons Advocacy Network (OPAN) has more information and resources on the Charter of Aged Care Rights.

Aged Care Quality Standards

The Aged Care Quality Standards apply to all Australian Government-funded aged care services.

From the day you start your service, you must meet standards in:

  1. consumer dignity and choice
  2. ongoing assessment and planning with consumers
  3. personal care and clinical care
  4. services and supports for daily living
  5. service environment
  6. feedback and complaints
  7. human resources
  8. organisational governance

The Standards are set out in law. See Part 5 — Aged Care Quality Standards in the Quality of Care Principles 2014.

Who monitors quality in aged care?

The Aged Care Quality and Safety Commission (the Commission) monitors the quality of Australian Government-funded aged care services.

They independently assess all services and accredit residential aged care services against the Aged Care Quality Standards.

Visit the Commission’s website to find out how they assess aged care services against the Standards for:

Service Compliance Rating for residential aged care

From July 2020, we will publish a compliance rating for residential aged care services on My Aged Care. We developed the rating in partnership with the Commission and in consultation with stakeholders, including:

  • older Australians
  • their caregivers
  •  aged care providers
  • peak bodies

You will see the Service Compliance Rating in the Find a provider section of the My Aged Care website. The rating allows people to easily compare the quality of residential aged care services, helping them make more informed decisions.

The rating shows a service’s current compliance position, which means:

  • whether a service has a sanction or non-compliance notice
  • the outcome of the most recent performance assessment

The Commission rates performance based on the outcomes of a range of compliance activity, including assessments against the Aged Care Quality Standards.

Read more about the Service Compliance Rating.

If you do not meet the Aged Care Quality Standards

If the Commission finds that you do not meet the Standards, they may:

If a care recipient’s safety, health or wellbeing is at risk, the Commission will treat the failure as a serious risk.

Find out more about non-compliance with the standards.

Mandatory Quality Indicator Program

The National Aged Care Mandatory Quality Indicator Program is for government-subsidised residential aged care services.

Under this program, you must report to the Department of Health on 3 quality indicators. They are:

  • pressure injuries
  • the use of physical restraint
  • unplanned weight loss

This program can help you to carry out continuous quality improvement.

Minimising the use of restraints

Approved providers must minimise the use of chemical or physical restraints in residential aged care. You must also meet specific requirements before you can use them.

Find out more about minimising the use of restraints.

Serious Incident Response Scheme (SIRS)

SIRS is a proposed approach to help aged care service providers:

  • reduce the risk of abuse and neglect in aged care
  • respond to and manage serious incidents that occur in residential aged care
  • support care recipients affected by a serious incident

Find out more about our work on the Serious Incident Response Scheme (SIRS).

Royal Commission into Aged Care Quality and Safety

The Australian Government set up the Royal Commission in October 2018 to:

  • look at how older people are cared for
  • work out what needs to change to make aged care services better

Find out more on the Royal Commission into Aged Care Quality and Safety website.


Last updated: 
28 May 2020

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