Complaints directions

In dealing with aged care complaints, if the Commission is concerned that a provider is not complying with their responsibilities under the Aged Care Act 1997 (the Act), Aged Care Principles or funding agreement, it will formally notify them of the Commission’s concerns, through a notice of intention to give directions (notice), and provide them with an opportunity to respond to those concerns.

If a provider does not respond to the notice or does not satisfy the Commission that they are compliant with their responsibilities, the Commissioner may issue the provider with directions.

Directions outline the actions the provider is required to undertake (including necessary timeframes) in order to meet its responsibilities.

Under the Aged Care Quality and Safety Commission Rules 2018, providers are required to comply with a direction.

Note: A direction is not a non-compliance notice. If an approved provider fails to comply with a direction, the Commissioner may initiate compliance action under Part 7B of the Aged Care Quality and Safety Commission Act 2018.

If the service provider of a Commonwealth-funded aged care service fails to comply with a direction, the Commonwealth may initiate action under the funding agreement that relates to the service.

A complaints direction will only be published if a provider does not respond to a notice or if the provider is unable to satisfy the Commission that they are compliant with their responsibilities.

Register of complaints directions issued – all actions with redactions

Redactions have been made to protect the privacy of care recipients and complainants.

Select the links to see the full content of the directions issued for each service.