Intent of this requirement
This requirement is intended to make sure that all consumers can easily make a complaint, whatever their culture, language or ability. The organisation’s complaints system should give every consumer equal access to make a complaint.
Consumers may have barriers to using the complaints system, such as diversity of culture or language. Poor vision, hearing loss, or cognitive impairment can also make it difficult for some consumers to make a complaint.
It is expected consumers are also made aware of supported to access services that can assist them to make a complaint. This includes support to access alternative, external complaints handling options, including the Aged Care Quality and Safety Commissioner.
- How does the organisation let consumers know about advocacy services? How does it let consumers know about using external agencies to resolve complaints?
- Is information about complaints available in languages and formats consumers can use?
- How do members of the workforce recognise when a consumer needs help to use an advocate or other support service?
- Do the complaints the organisation receives reflect the diversity of consumers using the service? If not, are there barriers to some consumers making a complaint or accessing an advocate?
Examples of actions and evidence
- Consumers and their representatives know how to access advocates. They know how advocates can help them raise and resolve complaints.
- Consumers can describe how the organisation has used language services, hearing assistance and other communication aids to support them to communicate their complaint directly or via an advocate.
Workforce and others
- Members of the workforce can describe how they identify consumers who may need help to raise a complaint or use an advocate.
- The workforce know how to contact advocacy and language services. Members of the workforce can describe how they have helped consumers to communicate issues and make complaints via advocates and using interpreters.
- Evidence that the organisation has involved advocacy services and community groups, which represent the diversity of its consumers, to improve consumers’ opportunities to raise issues and resolve complaints.
- Meeting records or other evidence that the organisation actively asks for feedback from advocates and access language services when consumers need assistance.
- Evidence of an effective assessment process that identifies the support that consumers need to make a complaint.
- Evidence of how the organisation monitors, reports and keeps improving its performance against this requirement.