Complaints directions

We may issue directions to service providers to help address issues raised in a complaint.

We may do this if we think a provider isn't meeting its:

• responsibilities under the Aged Care Act 1997
• funding agreement with the Australian Government.

A direction requires the provider to take certain actions to meet their responsibilities..

Before giving a direction

We'll write to the service provider first to give them a ‘notice of intention to give a direction’.

This allows the service provider to explain how they're:

• meeting their responsibilities
• taking immediate steps to meet their responsibilities.

If the service provider shows that they're meeting their responsibilities or taking immediate steps, we may not proceed with a direction.

If the service provider doesn't respond or we're not satisfied with their response, we may proceed with a direction.

Giving a direction

A direction:

• will be in writing
• sets out what the service provider must do to meet their responsibilities
• outlines a timeframe for the provider to take action.

We'll check that the service provider takes the actions set out in the direction. If they don’t, we may consider compliance action. This could include sanctions.

Register of complaints directions

We only publish complaints directions if:

• you don't respond to a notice
• we're not convinced that you're complying with your responsibilities.

We've made redactions to protect the privacy of complainants and people who use aged care.

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