Resource library

This checklist will help registered providers and aged care workers understand best practice for complaints handling. It highlights the activities and systems required to support your complaints handling process and the resources available.

This policy provides guidance on how the Aged Care Quality and Safety Commission’s complaints function delivers a high-quality complaints-handling service.

The Complaints about aged care services – Year in review (July 2023-June 2024) report explores the complaints we have received about aged care providers in 2023-24.

In this report, we draw attention to clear patterns and trends in the complaints made about residential care and home services respectively.

The report also covers:

This fact sheet explains how the Aged Care Quality and Safety Commission (Commission) works with and supports aged care workers to ensure the safety and wellbeing of people receiving aged care. It provides advice on how you can raise a concern or complaint about the safety or quality of care delivered to older people.

This fact sheet explains how the Aged Care Quality and Safety Commission (Commission) responds to concerns or complaints about the behaviour of an aged care worker.

All people receiving aged care have the right to a positive, safe aged care experience. The Aged Care Quality and Safety Commission (Commission) works with providers to make sure that the people working in aged care have the right skills, experience and attitude to safeguard the health, safety and wellbeing of older people in their care. This fact sheet explains how we will support you if you have concerns or complaints about the behaviour of those people who are caring for you.

If you need help to raise or resolve concerns about the care that you or someone else is getting from an aged care provider, we can help you.

In this kit you will find a range of promotional resources, including social media posts and tiles, and a newsletter article to help you promote our latest complaints report, 'Complaints about aged care home services – Insights for people receiving care (July-December 2023)'.

This report is specifically for people receiving aged care and focuses on the experience of those using home services through Home Care Packages or through the Commonwealth Home Support Programme.

The report aims to help people to understand what to expect from their home services provider and sets out what to do if things are not going the way they want. The report includes information about aged care standards, data collected from thousands of complaints and useful tips for people receiving care.

Letter from Commissioner Janet Anderson PSM and Complaints Commissioner Louise Macleod to approved providers of residential and home services on the Commission’s new report on Complaints about Aged Care Services – Insights for providers released on 20 November 2023.

This report uses data, case studies and guided questions to identify learnings about good complaint handling that can be applied by residential and home services aged care providers in their services. The report also includes questions for boards and senior leadership to help guide complaints handling.

Approved providers have specific responsibilities under the Aged Care Act 1997 (the Aged Care Act) and the Principles relating to the use of any restrictive practice in residential aged care and short-term restorative care in a residential care setting.

National Aged Care Provider Conference 2023 - Our approach to resolving complaints. Presentation by:

• Janet Anderson PSM, Commissioner
• Louise Macleod, Complaints Commissioner
• Michelle Bampton, Executive Director, Intake and Complaints Resolution

On Friday 26 August, the Aged Care Quality and Safety Commissioner, Ms Janet Anderson, PSM, sent a letter to approved providers regarding the SCHADS Award.

This provider fact sheet explains their responsibilities regarding the management of new consumers who require restrictive practices or have started them before entering the service.

This guidance provides information for providers on the problem solving model supports the key elements of an effective incident management system.

Associate Professor Juanita Breen's presentation on her review of medication-related complaints received by the Commission in 2019-20.

The Commission has developed a package of resources to help consumers understand the new restrictive practices requirements.

This fact sheet provides information for residential aged care providers on behaviour support plans for each consumer who requires it, as part of their care.