Resource Library

These resources are a part of our Qassist educational program for approved providers. For more information, visit the Education section of our website.

Produced by the former Australian Aged Care Quality Agency, this summary report details the findings and trends of Consumer Experience Reports (CER) conducted from 1 July 2017 to 30 June 2018.

Please refer to our self-assessment information page before downloading this tool relating to the new Aged Care Quality Standards.

For more information see our Re-accreditation of residential aged care services web page.

For more information see our Re-consideration and review of decisions page. 

A short video aimed at aged care providers to support them to prepare and take action to meet the new Aged Care Quality Standards.

'A Voice and Choice in Quality Care' A4 Fact Sheet contains information about Consumer Experience Reports in residential aged care services. A brochure is also available.

'A Voice and Choice in Quality Care' A4 Fact Sheet contains information about Consumer Experience Reports in residential aged care services. An A4 fact sheet is also available.

This fact sheet outlines how the Aged Care Quality and Safety Commission supports providers to resolve complaints.

Provider resolution involves us referring complaint issues that a complainant raises with us to a provider to resolve. Where possible, we choose this approach as it is often the best way to have concerns quickly and effectively resolved.

Resolving complaints within the service

A downloadable chatterbox template to support aged care service providers and their consumers engage with the new Aged Care Quality Standards.

Download the printable Charter of Aged Care Rights template for signing for aged care providers and their consumers. Available in PDF and DOC.