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Complaints about us

If you would like to make a complaint about a service provided by the Aged Care Quality and Safety Commission (the Commission) you can lodge a complaint about us by phone, email or post.

We welcome all feedback and actively seek and use the feedback we receive to improve how we work. You have the right to complain. If you are not happy or satisfied with any of our services please raise it with us. You also have the right to complaint to the Commonwealth Ombudsman.

Click here to download and read our complaints policy (Doc 19 KB)

Lodge a complaint about the Commission

To lodge a complaint about the Commission, please call 1800 951 822 or download and complete our Complaints About Us form. You can email or send it back to the following address:

Email
feedback@agedcarequality.gov.au

Mail 
Aged Care Quality and Safety Commission
GPO Box 9819, In Your Capital City

If you have recently made a complaint about an aged care service and are unhappy with the way you have been treated or the service you have received, you can raise the issue with the staff member dealing with your complaint. Our complaints staff can be contacted on 1800 951 822. If you are not comfortable raising the matter with the person concerned, or you are still dissatisfied after speaking to them, you can ask to speak to the staff member's manager.

How will your complaint be processed?

Once we receive your complaint, we will respond to you with information that may include: an outline of our complaints process, expected time frames, the progress of the complaint and reasons for any delay, your involvement in the process, and the possible or likely outcome of your complaint.

We will advise you as soon as possible when we are unable to deal with any part of your complaint and provide advice about where such issues and or complaints may be directed.

What does our complaints policy not cover?

While we welcome complaints about our services and programs, our complaints policy does not cover:

  • complaints about regulatory decisions made by the Aged Care Quality and Safety Commission
  • complaints about the outcome of a complaint made about an aged care service (see Review Rights)
  • complaints about fees and charges applied by the Aged Care Quality and Safety Commission
  • complaints about aged care facilities or services
  • internal staff grievances, code of conduct investigations and public interest disclosures about staff.

For further information about making a complaint about us, please contact us at 1800 951 822 or email feedback@agedcarequality.gov.au

Share your feedback or concerns about an aged care service

If you have a concern about an aged care service call 1800 951 822.

Have you been advised of an upcoming re-accreditation audit at a residential service? Tell us about the quality of care and services at this home. Quality assessors from the Commission will soon be visiting the home to check the quality of care and services. We are interested in hearing from you.

You can contact us on 1800 951 822. If you need interpreter assistance please call Translating and Interpreting Service (TIS) on 131 450 and ask for the Aged Care Quality and Safety Commission.

Changed
Thursday, 10 January 2019 - 10:01am