Dear aged care providers,

The Commission recently published its first report for providers exploring the complaints we receive about aged care services: Complaints about aged care services – Insights for providers.

This report uses information we collect and provides key insights from the complaints we manage and resolve each year. The first part of the report provides an overview of the complaints we received about residential and home services between 1 July 2022 and 30 June 2023. The second part uses case studies and guided questions to help you and your staff assess your own complaints handling processes using an approach aimed at driving continuous
improvement.

The Aged Care Quality Standards identify feedback and complaints requirements in Standard 6. As Approved Providers, you would be aware of the legislative requirement under the Aged Care Act 1997 and the Aged Care Quality Standards (Quality Standards) for every service to have an internal complaints resolution process.

Read more:

Letter to providers on Complaints about Aged Care Services Report (.pdf)

Complaints about aged care services – Insights for providers report 2023 (.pdf)