Quality Standards Resource Centre

This resource provides reports on complaints about aged care services, offering insights for providers to improve complaint handling. It includes data, case studies, and guided questions to help providers address concerns in both residential and home care settings, supporting better outcomes for people receiving care. 

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.

This resource explains how to raise complaints or concerns about aged care services. It outlines the complaints process, how to submit confidential or anonymous complaints, and the importance of good complaints handling in improving care quality. Providers are required to have systems for addressing and resolving complaints. 

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.

This resource explains the role of consumer advisory bodies in aged care, which provide feedback to governing bodies on care and services. It outlines the process for joining, the importance of feedback in decision-making, and the responsibility of providers to offer participation opportunities annually​. 

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.

This resource provides guidance on how to raise concerns and make an effective complaint in aged care. It offers practical tips, a checklist, and tools to help people clearly communicate their issues with service providers. It also explains how to escalate complaints to the Aged Care Quality and Safety Commission if necessary. 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.

This resource provides information on aged care advocacy services, offering free and confidential support to older people receiving government-funded aged care. It includes resources to help people understand their rights, navigate the aged care system, and access advocacy for issues such as care quality, decision-making, and protection from harm. 

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.

This resource provides training and guidance for aged care providers on essential topics such as dementia care, managing infectious diseases, emergency planning, and restrictive practices. It also includes information on upskilling the workforce and using electronic medication charts. The resource is designed to help providers maintain high-quality care and meet regulatory requirements in aged care settings. 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.

This resource outlines the design and key components of the Support at Home program, effective from 1 November 2025. It provides guidance for aged care providers on service delivery, budgeting, and assessment processes, helping older people remain independent at home. It also details regulatory requirements and transition from existing programs. 

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.

This resource outlines strategies for managing emergency situations, focusing on risk mitigation, preparedness, response, and recovery. It includes guidelines on emergency planning, crisis leadership, and community engagement, emphasising coordinated efforts across various sectors to handle natural or human-caused disasters.

Guidance and requirements may differ across states and territories. Users are responsible for considering their individual circumstances and specific state-based regulations and legislation.

Under the new Act, registered providers will need to meet certain governance obligations.

Our Provider Governance Policy outlines our expectations of providers and guiding principles of good governance. It includes:

• definitions and principles of good governance
• provider governance obligations
• how we collect provider governance information  
• how we respond to provider governance risks.

In this video, Peter Edwards, Executive Director, Compliance and Enforcement Group, answers your questions about how we will manage non-compliance from 1 November 2025. 

This resource is a collection of resources about food focus groups. It includes a fact sheet about setting up a food focus group and a checklist for an effective food focus group. It also contains associated templates, including agenda, minutes, terms of reference and feedback form. 

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.

This video explains open disclosure and what older people can expect from their registered provider during the process. It highlights key aspects such as communication, transparency, and how concerns will be addressed. 

This resource offers mental health and trauma-informed care materials to support aged care, home care, and disability support workers. Developed with industry consultation, it provides strategies to improve worker wellbeing, manage workplace stress, and integrate trauma-informed practices, addressing common challenges like burnout and occupational stress.

This resource provides information about the regulation of allied health professions in Australia. It includes those registered under the National Registration and Accreditation Scheme (NRAS) and self-regulating professions managed by professional peak bodies. It also provides links to further information about allied health professions currently registered with AHPRA and information for overseas-qualified practitioners.

This resource provides guidance for aged care assessors and service providers on accessing and using the My Aged Care portals. It outlines steps for setting up secure access through authentication methods, managing organisation information, and creating staff accounts, supporting efficient service delivery and assessment processes. 

This resource may refer to information that will be updated from 1 July 2025 to align with the new Aged Care Act and Quality Standards.

This resource outlines the professional standards required for nurses and midwives to practise in Australia, including codes of conduct, standards for practice, and codes of ethics. It provides access to various documents, fact sheets, and guidelines that define the expected practice and behaviour for different nursing roles.

This resource provides guidance for healthcare provider organisations to meet Rule 42 of the My Health Records Rule 2016. It covers creating, communicating, and enforcing a written Security and Access policy to access the My Health Record system, addressing authorisation, training, security measures, and risk mitigation.

This resource provides information for healthcare providers on digital health tools and initiatives. It covers services such as My Health Record, secure messaging, electronic prescriptions, and telehealth. It supports providers in using digital technologies to enhance healthcare delivery and improve patient outcomes.

This resource is a guide for meaningful consultation with people living with dementia, their families, and carers. It covers planning, ethical considerations, communication methods, and ways to improve accessibility. The guide offers strategies to ensure the voices of those living with dementia are respected, valued, and effectively integrated into decision-making processes.