About the Residents’ Experience Survey

About the survey

The Residents’ Experience Survey is an annual survey that is conducted face to face with residents by an independent third-party on our behalf. It is completely voluntary.

Trained surveyors ask participating residents 14 questions on different topics, including:

• staff knowledge
• communication
• quality care
• food
• ways a residential aged care home can improve.

Combined results are publicly available, but responses are anonymous – any identifying information is kept strictly confidential and securely stored.

Why it is important

We introduced the survey in response to the recommendations of the Royal Commission into Aged Care Quality and Safety.

The survey:

• gives residents a chance to tell us about the care they receive at their residential aged care home
• provides homes with information on what is working well and what can be improved
• helps older people and their families and carers make informed choices about their residential aged care home.

Evaluation of the survey

An independent evaluation found the survey is supporting quality improvement and transparency in residential aged care while identifying opportunities for further enhancement. 

Read more in the executive summary of the 2025 Evaluation Report.

Who conducts the survey

Through consultation, we heard from older people, their families and carers that they prefer to share feedback with someone not directly related to their care.

We have engaged independent organisations, HealthConsult and Access Care Network Australia, to work together to conduct the  surveys on our behalf.

Their teams visit homes to conduct the surveys face-to-face with residents. The teams are made up of highly trained professionals who are experienced in:

• conducting surveys
• engaging respectfully with older people.

They have undergone:

• police checks
• working with vulnerable people checks.
• COVID-19 and influenza vaccinations.

Who takes part in the survey

We aim to survey about 20% of older people living in residential aged care each year.

Residents at each home are randomly selected to participate in the survey. This ensures that every resident has an equal opportunity to have their say.

Participation is voluntary.

Read more about what participating in the survey involves.

Providers’ participation and responsibility

It is voluntary for homes to participate in the survey. 

Before the survey begins, the survey team sends all homes an information pack. They will then contact aged care homes to schedule a visit for the year. 

We grant exemptions for new homes or those affected by circumstances such as natural disasters or disease outbreaks.

A summary of the survey responses are shared with providers via a Residents’ Experience Report. We encourage you to discuss the report with your staff, residents, and their family members and carers.

Survey rounds

We have completed 4 survey rounds since 2022.

The 2026 survey round is open.

Learn more

For more information about the Residents’ Experience Survey, see:

• the Residents’ Experience Survey – A guide for providers
• our Residents’ Experience Survey resources
•  Executive Summary of the 2025 Resident’s Experience Survey Evaluation Report.

Contacts