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Aged Care Complaints Guidelines

  • Guidelines for the Aged Care Complaints (COMING SOON)
  • Guidelines for the Aged Care Complaints (COMING SOON)

These Guidelines have been developed for the Aged Care Quality and Safety Commission staff; they outline how the complaints management framework works and the procedures we follow when receiving and resolving a complaint.

The Guidelines are periodically reviewed and updated to ensure consistency with current legislation and policy. 

Previous versions related to the Aged Care Complaints Commissioner and Aged Care Complaints Scheme are available on the National Libraries Australia website.

The complaints management process is illustrated in this flowchart; it outlines how an initial contact with the Commission might progress through four phases, including intake, detailed assessment, resolution and outcome. Further information about the phases can be found in the Guidelines.



Friday, 21 December 2018 - 3:16pm