Complaints Resolution Scheme
Information supplied by Commonwealth Department of Health and Aged Care
As a resident of a nursing home or hostel, or if you receive a community aged care package, you should expect quality care and services.
The Commonwealth Government is committed to ensuring that quality care and services are available to older Australians and the Aged Care Complaints Resolution Scheme is a part of this commitment.
What is the complaints resolution scheme?
The Scheme is a free and independent service run by the federal department of Health and Aged Care. The focus of the Scheme is on resolving your complaints.
Since it was set up in October 1997, the Scheme has been successful in resolving more than 90% of complaints to the satisfaction of both people receiving care and their service providers.
"The Federal Government wants to improve the quality of care given to individuals in aged care facilities. The Aged Care Complaints Resolution Scheme encourages continuous improvements in care standards."
"The Scheme provides an effective voice for individuals who are receiving care, aged care service providers and others involved in caring for frail older Australians."
BRONWYN BISHOP MP
Minister for Aged Care
Who can use the Scheme?
The Scheme is available to anyone who wishes to make a complaint about an aged care service. This might include residents of nursing homes and hostels and their families, staff, people receiving community aged care packages or anyone else.
Complaints may be made confidentially and anonymously if required.
All ages care services are required to have an internal complaints system and in many cases this may be an effective means of dealing with your concerns.
If, however, you are uncomfortable discussing a problem directly with your service provider you can contact the interpreter or arranging access to a TTY (Deaflink) phone.
What does the Scheme cover?
A complaint may be about any aspect of an aged care service that you think is unfair or which makes you dissatisfied with the service.
For example:
-Care
-Catering
-Financial Matters
-Hygiene
-Staff
-Safety
How can I complain?
You can make a complaint either by telephone on:
free-call 1800 550 552 during business hours;
or in writing to:
Aged Care Complaints Resolution Scheme
c/- Department of Health and Aged Care
GPO Box 9848
In your Capital City
How Does the Scheme Work?
A Complaints Resolution Officer will ask you what course of action you wish to take and then negotiate with your service provider. You can choose wether you want to be involved in the negotiations.
A professional mediator may be arranged to facilitate a resolution or an advocacy service to represent your rights. If appropriate, your complaint can also be referred to the Aged Care Standards and Accreditation Agency or the police.
If there are difficulties in reaching a solution, the complaint is referred to a Complaints Resolution Committee. These Committees comprise members with specific expertise in aged care and dispute resolution and are appointed by the Secretary of the Department of Health and Aged Care. The Committees hand down determinations that are legally binding on the service provider and set out a course of action to address the issues raised in the complaint.
Published July 1999
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