Introduction
Purpose of the Provider Handbook
This Handbook gives a high-level overview of the obligations of a registered provider of Australian Government-funded aged care. It also shows you where to find information needed to meet these obligations.
The Provider Handbook (Handbook) helps you understand:
- what the Aged Care Quality and Safety Commission (Commission) does
- what it means to be a registered provider
- what responsibilities and obligations you have as a registered provider
- how the Commission will communicate and work with registered providers.
The Handbook can be helpful if:
- you’re planning to apply to become a registered provider
- you’re already a registered provider.
If you’re interested in applying to become a registered provider, consider the information in this Handbook carefully. This will help you to decide whether to apply.
Providers who are already registered can use this Handbook as a guide to understand what we expect of you.
1A. Introduction to the Aged Care Quality and Safety Commission
The Aged Care Quality and Safety Commission (Commission) is the national regulator of funded aged care services under the Aged Care Act 2024 (the Aged Care Act). We protect the rights of older people who receive Australian Government-funded aged care.
The Aged Care Act is the legislation that regulates Australia's aged care system. It makes sure that people who access funded aged care services funded by the Australian Government are treated with respect and have the quality of life they deserve.
The Aged Care Act is rights based. This means it focuses on the people accessing services and what they need.
The Aged Care Rules 2025 support the Aged Care Act. This single set of Rules sits under the Aged Care Act and provides further information on how the Aged Care Act will work.
We have a range of powers to regulate funded aged care services. When we regulate aged care, we make sure older people receive good quality care from funded aged care services. We also aim to make sure they are safe from harm.
We use ‘older people’ throughout this Handbook to mean people who are receiving Australian Government-funded aged care services.
You can learn more about us and the Aged Care Act in these publications:
- About the new Aged Care Act – overview of the new Aged Care Act
- Aged Care Quality and Safety Commission Regulatory Strategy 2024–25 – overview of how we regulate
- Statement of Expectations to the Aged Care Quality and Safety Commission 2024–25 – explanation of our role and responsibilities.
Our main role is to:
- protect and improve the safety, health, wellbeing, and quality of life of older people
- connect with people about the quality of care and services
- promote trust in aged care.
Our responsibilities include:
- supporting the rights of older people receiving funded aged care services
- registering providers to deliver funded aged care services
- working with providers to help them meet their obligations
- monitoring providers to make sure they comply with their obligations
- resolving complaints and feedback about services
- reporting on complaints.
We have an Aged Care Quality and Safety Commissioner and a Complaints Commissioner. The Complaints Commissioner is responsible for handling complaints.
You can learn more about how we regulate in:
- Regulation and oversight – overview of how we regulate under the new Aged Care Act
- Aged Care Quality and Safety Commission Regulatory Strategy 2024–25 – detailed information about how we regulate.
1B. How to use the Handbook
This Handbook gives you an overview of the key information you need to know about:
- the registration process
- your obligations as a registered provider
- where to find other information.
It also includes links to more detailed information.
We recommend you follow the Handbook in the order presented.
| Section | Subsection |
|---|---|
| 1. Introduction |
1A. Introduction to the Commission 1B. How to use the Handbook |
| 2. Registration Model |
2A. Registration categories 2B. New registration 2C. Applying to renew your registration 2D. Applying to change your registration 2E. Market exit 2F. If the Commission varies, suspends or revokes your registration |
| 3. Provider requirements |
3A. Statement of Rights 3B. Code of Conduct for Aged Care 3C. Governance and reporting requirements 3D. Financial and Prudential Standards and obligations 3E. Complaints handling 3F. Quality and safety 3G. Incident management and the Serious Incident Response Scheme 3H. Notification requirements |
| 4. How we enforce your obligations | 4A. How we enforce your obligations |
| 5. Next steps | 5A. Further resources |
