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The Complaints about aged care services – Year in review (July 2023-June 2024) report explores the complaints we have received about aged care providers in 2023-24.

In this report, we draw attention to clear patterns and trends in the complaints made about residential care and home services respectively.

The report also covers:

Report,
Complaints report year in review thumbnail
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This guide is about how to support people living with dementia to maintain good nutrition and enjoy positive dining experiences.

Guides,
Supporting the dining experience guide thumbnail
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This guide is for family members, friends and other representatives of people living with dementia in residential aged care. It explains ways you can support good nutrition and help create enjoyable dining experiences for them. 

Guides,
Supporting the dining experience guide residential care thumbnail
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This guide is for family members, friends and other representatives of people living with dementia at home. It explains ways you can support good nutrition and help create enjoyable dining experiences for them in the home environment.

Guides,
Supporting dementia mealtimes
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All people receiving aged care have the right to a positive, safe aged care experience. The Aged Care Quality and Safety Commission (Commission) works with providers to make sure that the people working in aged care have the right skills, experience and attitude to safeguard the health, safety and wellbeing of older people in their care. This fact sheet explains how we will support you if you have concerns or complaints about the behaviour of those people who are caring for you.

Fact sheet,
How we regulate aged care workers thumbnail
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This fact sheet explains how the Aged Care Quality and Safety Commission (Commission) works with and supports aged care workers to ensure the safety and wellbeing of people receiving aged care. It provides advice on how you can raise a concern or complaint about the safety or quality of care delivered to older people.

Fact sheet,
Aged care workers your voice fact sheet thumbnail
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This fact sheet explains how the Aged Care Quality and Safety Commission (Commission) responds to concerns or complaints about the behaviour of an aged care worker.

Fact sheet,
Aged care workers how we handle complaints thumbnail
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Approved providers must use this form to update, cease or notify us of suitability matters for service key personnel. Email the completed form and all related documents to APnotifications@agedcarequality.gov.au.

Forms,
Approved provider service key personnel form image
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As the national regulator of aged care services, we protect the health, safety and wellbeing of older Australians. We encourage people to contact us with any concerns or complaints about the quality or safety of aged care, or about our work. Our Service Charter explains what you can expect when you contact us or are contacted by us.

Service Charter  (PDF  407.14 KB)
Guides,
Service Charter thumbnail
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Two printable A3 posters that will help you understand the intent of the strengthened Aged Care Quality Standards.

Poster,
Strengthened Quality Standards poster
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Our Regulatory Strategy sets out how the Commission will deliver on our goals and commitments.

Regulatory Strategy 2024–25  (PDF  1.08 MB)
Corporate publications,
Regulatory strategy 2024 cover page
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An updated Memorandum of Understanding (MoU) between the Aged Care Quality and Safety Commission and the Department of Health and Aged Care was signed on 5 July 2024. This new agreement supports both agencies in achieving our shared goal of protecting and enhancing the safety, health, wellbeing and quality of life of older people accessing aged care.
 

Corporate publications,
MOU
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If you need help to raise or resolve concerns about the care that you or someone else is getting from an aged care provider, we can help you.

Fact sheet,
What to expect from the Commission - thumbnail
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A report on the outcomes of our public consultation on draft guidance documents on the new strengthened Aged Care Quality Standards.

Report,
new_strengthened_aged_care_quality_standards_report
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This fact sheet provides an overview of how your care team (cooks, chefs, food service and care staff) can support you to make ongoing, informed choices about your food, drink and dining experience.

Fact sheet,
Making choices about your food, drink and dining experience - thumbnail image
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This fact sheet provides an overview for residential aged care staff (including chefs, cooks, food service and care staff) on the requirements and importance of supporting older people’s rights to make informed decisions about their food, drink and dining experience.

Fact sheet,
Supporting choice thumbnail
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Our latest Regulatory Bulletin explains what we consider and how we issue an infringement notice to a provider or person that has not complied with their aged care obligations, what is included and how to respond if you receive a notice from us. 

Regulatory Bulletins,
Regulatory Bulletin  2024-25 Infringement notices image
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In the lead up to the conference, we hosted a day of pre-conference workshops focused on best-practice approaches to delivering aged care. 

The 9 workshops were an opportunity for providers to come together for an informal conversation with Commission executives and peers on a range of topics. 

Report,
Pre-conference report image
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When considering impact on an individual and whether it meets the threshold for requiring treatment you need to consider the effect the incident has had, or could have had, on that consumer. The Impact Assessment Tool is designed to prompt providers to consider the potential or actual impacts on individual consumers.

Impact Assessment Tool  (PDF  277.19 KB)
Tool,
Impact assessment tool image