Progress on the revised complaint management framework
In February 2011, we released a discussion paper on the proposed complaints management framework. The new framework is a major component of the reforms, as it would: encourage people to raise their...
View ArticleThe Complaints Principles 2011 are now in place
The Complaints Principles 2011 (the Principles) for the Aged Care Complaints Scheme (the Scheme) are in place from today, 1 September 2011. These Principles replace the Investigation Principles 2007...
View ArticleThe power of a good apology – a guest post by the Aged Care Commissioner
In a previous consumer post we encourage people to raise a concern with their service provider in the first instance where possible. This allows for issues to be dealt with quickly and effectively and...
View ArticleMaking complaints more inclusive
The number of people in Australia entering aged care with special and diverse needs is on the rise. In 2012, the Australian Government released national aged care strategies for people from Culturally...
View ArticleLooking for another copy of the Better Practice Complaint Handling Toolkit?
During the recent launch of the Better Practice Complaint Handling Toolkit, the Scheme distributed approximately 5000 hardcopy and USB kits to residential aged care service providers and peak bodies...
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