The Quality Standards Resource Centre helps extend understanding of the strengthened Aged Care Quality Standards, which took effect from 1 November 2025. You can search for resources by using keywords, or filtering by standard, outcome and audience. Before using the Resource Centre, please read the terms of use.
How an aged care advocate can help you
If you are concerned about the quality of the aged care service you or the person you represent is receiving, an advocacy service may be able to help.
How an aged care advocate can help you – fact sheet (PDF 267.87 KB)
Better Practice Complaint Handling Guide
This resource provides best practice guidance for handling complaints within public service agencies and private providers. It outlines the principles for creating an effective, customer-focused complaint system, including steps for logging, resolving, and communicating complaints. The guide also provides insights on staff training, performance benchmarks, and systemic improvement to enhance service quality and public trust, with relevance for aged care providers ensuring fair and transparent complaint resolution processes.
Consumer advisory body discussion card template
A discussion card template that consumer advisory body members can use to write their own topics and questions to prompt discussion about any concerns older people receiving care may have.
Consumer advisory body discussion card template (DOCX 3.08 MB)
Consumer advisory body welcome letter template
A welcome letter template that consumer advisory body members can use to communicate with new members.
Consumer advisory body welcome letter template (DOCX 3.8 MB)
Consumer advisory body meeting agenda template
A template that consumer advisory body members can use to plan their meeting agendas.
Consumer advisory body meeting agenda template (DOCX 2.39 MB)
Consumer advisory body minutes template
A template that consumer advisory body members can use in their meetings to take minutes.
Consumer advisory body minutes template (DOCX 2.4 MB)
Statement of Rights - Workers
This resource provides information for providers about the Statement of Rights. The Statement of Rights promote quality and safe care for older persons accessing, or seeking to access, funded aged care services. The rights help to ensure that older people and their needs are at the centre of the new aged care system.
This page includes information about what the Statement of Rights means for providers, and has links to additional resources about the rights, including videos and fact sheets.
Better practice guide to complaints handling in aged care services
This booklet aims to give guidance on how to:
Statement of Rights - Providers
This resource provides information for providers about the Statement of Rights. The Statement of Rights promote quality and safe care for older persons accessing, or seeking to access, funded aged care services. The rights help to ensure that older people and their needs are at the centre of the new aged care system.
This page includes information about what the Statement of Rights means for providers, and has links to additional resources about the rights, including videos and fact sheets.
National Aged Care Advocacy Program (NACAP)
This resource outlines the National Aged Care Advocacy Program (NACAP), which provides free and confidential advocacy services to older people receiving government-subsidised aged care. It helps people understand their rights, navigate the aged care system, and resolve issues. It also offers education and support to aged care providers to ensure they uphold these rights.
This resource may refer to information that will be updated from 1 November 2025 to align with the new Aged Care Act and Quality Standards.
Dignity and Respect
This resource provides information about dignity and respect in aged care, including information about what it means and why it is important. It provides evidence-informed information about dignity and respect in the context of care policies, social inclusion and meaningful engagement, autonomy and dignity of risk, privacy and personal space, and more.
