Published: July 14, 2015
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Updated Aged Care Complaints Scheme Guidelines

Posted on 14/07/2015 by DSS

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 resolve complaints, has been released.

The Guidelines have been updated to reflect changes to legislation, policy and procedures. This includes information about the management of complaints in relation to Flexible Care and the National Aboriginal and Torres Strait Islander Flexible Aged Care Program (NATSIFACP) which came into the Scheme’s jurisdiction from 1 July 2015. It also includes information about the introduction of the Commonwealth Home Support Programme (CHSP) which commenced on 1 July 2015 and will fall under the Scheme’s jurisdiction from 1 November 2015.

Read more:

Guidelines for the Aged Care Complaints Scheme (.pdf)

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