Resource library

Letter from Commissioner Janet Anderson PSM and Complaints Commissioner Louise Macleod to approved providers of residential and home services on the Commission’s new report on Complaints about Aged Care Services – Insights for providers released on 20 November 2023.

This report uses data, case studies and guided questions to identify learnings about good complaint handling that can be applied by residential and home services aged care providers in their services. The report also includes questions for boards and senior leadership to help guide complaints handling.

A new learning resource for providers, featuring case study insights from unexplained absence from care incidents reported to the Commission is now available. 

This resource provides discussion notes to improve the food, nutrition, and dining experience in aged care settings. It includes reflective questions for corporate teams and care staff, focusing on governance, resident choice, oral health, and support for those with swallowing difficulties. The resource promotes continuous improvement and quality care through group discussions. 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 training PowerPoint is a presentation that trainers/managers can download, customise and use to promote discussion and educate their staff to support and improve the food, nutrition and dining experience of consumers in their care.

The training resource supports an exploration of food, nutrition and dining in aged care, specifically:

From 1 July 2023, residential aged care facilities across Australia must have a registered nurse (RN) onsite and on duty 24 hours a day, 7 days a week (24/7 RN responsibility) unless they have an exemption. This fact sheet provides information on alternative care arrangements to meet this requirement.

Approved providers have specific responsibilities under the Aged Care Act 1997 (the Aged Care Act) and the Principles relating to the use of any restrictive practice in residential aged care and short-term restorative care in a residential care setting.

Letter from the Aged Care Quality and Safety Commissioner, Janet Anderson PSM to support your planning and preparation for the high-risk weather season to ensure the continuity of care and services to older Australians.

Approved providers may request that the Aged Care Quality and Safety Commissioner (the Commissioner) revoke their approval in accordance with section 63H of the Aged Care Quality and Safety Commission Act 2018 (the Commission Act).

A fact sheet that informs providers of their governing body membership requirements.

A factsheet introducing providers to prudential audits; a mandatory activity the Commission undertakes with providers to measure and support their performance against the Prudential Standards.

In this kit you will find a range of promotional resources, including social media posts and tiles, video, fact sheets and a newsletter article, to help you promote the Food, Nutrition and Dining Hotline, and our wider suite of food, nutrition and dining resources.

This document responds to questions put to the Commission at the ‘Compliance in practice’ webinar held on 18 July 2023. The information is current as at 2 August 2023.

This aged care financial reports calendar details due dates and auditing requirements for 2024 reports.

Joint letter to approved providers of residential aged care services from the Commission and the Australian Electoral Commission about the 2023 referendum and COVID-19 entry approach for mobile polling staff.

The Stakeholder Engagement Strategy outlines how the Commission identifies, plans, delivers, and evaluates engagement activities with external stakeholders. The Strategy drives the alignment of Commission activities to ensure engagement is meaningful and integrated. 

This Regulatory Bulletin explains what procedural fairness is. 
It also explains the circumstances where the Aged Care Quality and Safety Commission must provide procedural fairness and our approach to providing procedural fairness when making decisions.

As the national aged care regulator, part of the Commission’s role is to assess the performance of providers against the Aged Care Quality Standards. This fact sheet for providers explains how we apply procedural fairness to our regulatory decisions.

This document responds to questions put to the Commission at the ‘Stronger Standards, Better Aged Care’ webinar held on 20 June 2023 and the National Aged Care Providers Conference session on 9 June 2023. The information is current as at 23 August 2023.

The webinar recording and presentation slides are also available.