Quality Standards

Organisations providing Commonwealth subsidised aged care services are required to comply with the Aged Care Quality Standards (Quality Standards). Organisations will be assessed and must be able to provide evidence of their compliance with and performance against the Quality Standards from 1 July 2019.

The Quality Standards focus on outcomes for consumers and reflect the level of care and services the community can expect from organisations that provide Commonwealth subsidised aged care services. Read more.

Consumer dignity and choice

Standard 1 is a foundation standard that reflects seven important concepts. These concepts recognise the importance of a consumer’s sense of self. They also highlight the importance of the consumer being able to act independently, make their own choices and take part in their community. These are all important in fostering social inclusion, health and well-being. Read more.

Ongoing assessment and planning with consumers

This Standard describes what organisations need to do to plan care and services with consumers. The planned care and services should meet each consumer’s needs, goals and preferences and optimise their health and well-being. While a consumer might have some challenges with their health and abilities, they still have goals they want to achieve, roles that have meaning, and want to live as well as they can. Read more.

Personal care and clinical care

Consumers and the community expect the safe, effective and quality delivery of personal and clinical care. The Standard applies to all services delivering personal and clinical care specified in the Quality of Care Principles, 2014. Read more.

Services and supports for daily living

A consumer might have some challenges in their health and abilities, but they still have goals they want to achieve. They also have roles that have meaning, and they want to manage their day-to-day life and live as well as they can.  Services and supports for daily living cover a wide range of options that aim to support consumers live as independently as possible and enjoy life. They may be any services (other than clinical or personal care services) that an organisation provides under the Quality of Care Principles, 2014. Read more.

Organisation's service environment

Standard 5 applies to the physical service environment that the organisation provides for residential care, respite care and day therapy centres. It doesn’t apply to home care services where the environment is the consumer’s home. And it doesn’t apply to other environments that consumers visit, such as bowling clubs or libraries. Read more.

Feedback and complaints

Standard 6 requires an organisation to have a system to resolve complaints. The system must be accessible, confidential, prompt and fair. It should also support all consumers to make a complaint or give feedback. Resolving complaints within the organisation can help build the relationship between the consumer and the organisation. It can also lead to better outcomes. Read more.

Human resources

This standard requires an organisation to have and use a skilled and qualified workforce, sufficient to deliver and manage safe, respectful, and quality care and services, which meet the Aged Care Quality Standards, 2018. Read more.

Organisational governance

The intention of this Standard is to hold the governing body of the organisation responsible for the organisation and the delivery of safe and quality care and services that meet the Aged Care Quality Standards, 2018. Read more.

The Commission has produced a glossary of common terms to aid understanding of the aged care services sector. The list is not intended to be exhaustive and is provided as general information only. The glossary can be accessed in the following formats:

• HTML – i.e. a webpage
• Downloadable/printable PDF document
• Downloadable/printable accessible Word doc 

Click here to access case studies relating to the Quality Standards.

This page outlines edits to the guidance and resources.The guidance material will be subject to yearly reviews to ensure it remains contemporary and reflects best practice. At this time, feedback will be sought from stakeholders. Click here to view the updates log.