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Aged Care Complaints Commissioner

The Aged Care Complaints Commissioner provides a free service for anyone to raise concerns about the quality of care or services being delivered to recipients of aged care services funded by the Australian Government.

The Complaints Commissioner supports providers to resolve complaints within their service where possible.

Effective resolution of complaints leads to improved aged care services. It is also a legislative requirement under the Aged Care Act 1997 (the Act) that your service has an internal complaints resolution process.

The Better Practice Guide to Complaint Handling educates providers on how to create an effective, resolution-focused complaint system, or how to enhance their existing processes.

An effective complaint handling system:

  • allows many issues to be dealt with quickly and effectively
  • can enhance the ongoing relationship between the service provider and the care recipient, their family and representatives
  • contributes to continuous improvement in the service.

The Better Practice Guide is supported by template policies, tracking and analysis tools, forms, letters and case studies.

Providers are encouraged to download, print and customise these resources, which can be accessed at agedcarecomplaints.gov.au