Aged care laws in Australia have now changed. The new Aged Care Act 2024 and Aged Care Rules 2025 now apply. While we complete updating of our website, including draft guidance and other materials, to align with the new laws, providers are advised to refer to the new Act and Rules for any required clarification of their obligations and legal responsibilities. Thank you for your patience.

Complaints Handling Policy

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We want older people, their carers, their supporters and their aged care advocates to be active partners in their care and to be able to speak up when things are not right. Our Complaints Handling Policy explains how:

  • we deliver a high-quality complaint handling service in line with the Aged Care Act 2024
  • a person can make a complaint
  • we will respond to a complaint.
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Complaints handling policy  (PDF  430.27 KB)
Resource Type
Corporate publications,
Topics
Complaints
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Acknowledgement of Country

In the spirit of reconciliation, the Aged Care Quality and Safety Commission acknowledges the Traditional Custodians of Country throughout Australia and their connections to land, water and community. We pay our respect to their Elders, past, present and emerging and extend that respect to all Aboriginal and Torres Strait Islander peoples. 

Aboriginal and Torres Strait Islander readers are advised that content on this website may contain images of deceased persons.