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They deserve an apology: It’s just good practice

Our ‘Better Practice Guide to Complaint Handling in Aged Care Services’ talks about ‘apologies’, the benefits apology can have in complaints handling and positively enhancing the relationship between a...

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Important information about reporting requirements for infectious disease...

Advice has been released from the Department of Social Services about an amendment to the reporting requirements for Notifications of Infectious Disease Outbreaks. Read more ›

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Aged Care Complaints Scheme closed over Easter long weekend

The Aged Care Complaints Scheme (the Scheme) will close on Friday, April 3 (Good Friday) and will re-open on Tuesday, 7 April 2015. You can still lodge an online complaint over this period, however for...

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Better Practice conference, Darwin — Complaints Scheme presentation — Friday...

Better Practice conferences are produced and organised by the Australian Aged Care Quality Agency. There are seven Better Practice conferences being held around Australia this year. The first is being...

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Better Practice conference, Melbourne — Complaints Scheme presentation —...

David Laffan, Acting Branch Manager, Aged Care Complaints Branch (Department of Social Services), will deliver a presentation on complaint handling and the role of the Scheme at the Better Practice...

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Issues raised by NSW Coroner’s report into 2011 fire at Quakers Hill Nursing...

The Department of Social Services has released information about the issues raised in the NSW Coroner’s report into the fire at Quakers Hill Nursing Home that occurred on 18 November 2011.Read more ›

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Arrangements to strengthen independence of aged care complaints handling from...

The Aged Care Complaints Scheme plays an important role in ensuring that older Australians receive quality care and feel safe when receiving aged care services. The 2015 Budget contained an...

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Medication management for aged care recipients — benefits of using the...

Dr Susan Hunt, Senior Nurse Advisor in Ageing and Aged Care for the Department of Social Services, wrote to residential aged care providers in January 2015 about the underlying requirements approved...

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Compulsory reporting resource update

Approved providers of Australian Government subsidised residential aged care services have clear compulsory reporting requirements in relation to reportable assaults. The Aged Care Act 1997 sets out in...

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Complaint Spotlight: Respite

A Complaint Spotlight uses a synthesised Aged Care Complaints Scheme complaint on a specific topic (in this case, respite) to explore the issue from various viewpoints such as the service provider and...

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Updated Aged Care Complaints Scheme Guidelines now available

Our updated ‘Guidelines for the Aged Care Complaints Scheme (Version 3)’, which outline how the complaints management framework operates and the procedures Scheme officers follow when we receive and...

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Come visit the Scheme in August!

The Aged Care Complaints Scheme will be attending five conferences throughout August and we welcome the opportunity to speak with you. Conferences will include the Better Practice Conference, the...

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Come visit the Scheme in October!

The Aged Care Complaints Scheme will be attending two conferences throughout October and we welcome the opportunity to speak with you.Read more ›

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Come visit the Scheme in November!

The Aged Care Complaints Scheme will be attending the Better Practice Conference in Brisbane this month and we welcome the opportunity to speak with you.Read more ›

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There are changes coming for the Aged Care Complaints Scheme (the Scheme).

There are changes coming for the Aged Care Complaints Scheme (the Scheme). Following the transfer of responsibility for administration of the Aged Care Act 1997 (the Act) to the Minister for Health,...

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Our website will be changing in 2016

Our website will be changing in 2016. Our new website as the Aged Care Complaints Commissioner will be launched in January 2016.Read more ›

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Aged Care Complaints Scheme Annual Shutdown

The Aged Care Complaints Scheme (the Scheme) will close on Thursday, December 24 (Christmas Eve) at 3pm local time and will re-open as the Aged Care Complaints Commissioner on Monday, 4 January 2016....

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