Resource Library

This fact sheet provides information on a Direction, which can be issued by the Commission to a provider.

The Aged Care Quality and Safety Commission handles a range of complaints every day. Some of these complaint issues can be handled solely by us, while others may need to be referred to another organisation. We work closely with a number of organisations to ensure that your concerns are handled correctly, by the people best placed to deal with them. 

There are five organisations we refer complaint information to when required: 

The Aged Care Quality and Safety Commission’s role is to protect and enhance the safety, health, well-being and quality of life of consumers receiving Australian Government funded aged care. Functions of Quality Assessors and Authorised Complaints Officers are set out by the Aged Care Quality and Safety Commission Act 2018 (the Quality and Safety Commission Act) and the Aged Care Quality and Safety Commission Rules 2018 (the Rules).

These scenarios cover a range of examples to help providers understand issues around the use of physical and chemical restraint. They are intended to be illustrative only, and should not be relied upon as authority.

Providers should be mindful of their obligations under the Quality of Care Principles 2014, and pay careful attention to the legislative requirements underpinning the use of restraint when applying those obligations to real-life situations. Further information on provider obligations can be found in this document.

The ‘A little yarn goes a long way’ fact sheet has been developed to inform older Aboriginal and Torres Strait Islander people, and their friends and family, about the support available to help them resolve concerns about aged care services, and why it’s important to raise these concerns.

This resource is available in 7 different languages including: Alyawarra, Arrernte, English, Luritja, Pitjantjatjarra, Torres Strait Creole and Warlpiri. 

The ‘A little yarn goes a long way’ brochure has been developed to inform older Aboriginal and Torres Strait Islander people, and their friends and family, about the support available to help them resolve concerns about aged care services, and why it’s important to raise these concerns.

This resource is available in 7 different languages including: Alyawarra, Arrernte, English, Luritja, Pitjantjatjarra, Torres Strait Creole and Warlpiri. 

This booklet provides an evidence-based approach to complaint handling in a plain English, easy-to-understand format. It highlights the role of communication in effective complaint handling and the benefits of resolving complaints within a service.

Download the English Aged Care Quality Standards Consumer Outcomes A2 Poster. This resource is not available to order.

A short video for aged care consumers, their families and representatives explaining the new Aged Care Quality Standards (Quality Standards) that began on 1 July 2019. Watch the video to see what the new Quality Standards mean in practice for you.

Note: This resource is not available for hard copy order.

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 effectively resolved.

We can assist with your concerns about the quality of care or services you or someone else is receiving from Australian Government funded aged care providers.

This resource is available in 25 different languages including: Arabic, Armenian, Chinese, Croatian, Dutch, English, French, German, Greek, Hindi, Hungarian, Italian, Korean, Latvian, Macedonian, Maltese, Polish, Portuguese, Russian, Serbian, Spanish, Tagalog, Turkish, Ukrainian and Vietnamese.

This fact sheet outlines your options to ask for a review of the Aged Care Quality and Safety Commission’s decision in relation to your complaint, or to complain about our service.

If you are concerned about the quality of the aged care service you or the person you represent is receiving, an advocacy service may be able to help.

This fact sheet explains the ways the Aged Care Quality and Safety Commission may try to resolve your concerns and the possible outcomes.

The Notice of Collection provides information on how we may collect, use and disclose personal information, for the purpose of our legislative functions.
This resource is available in 25 different languages including: Arabic, Armenian, Chinese, Croatian, Dutch, English, French, German, Greek, Hindi, Hungarian, Italian, Korean, Latvian, Macedonian, Maltese, Polish, Portuguese, Russian, Serbian, Spanish, Tagalog, Turkish, Ukrainian and Vietnamese.

Top tips for consumers when making a complaint about aged care quality or services received.

This resource is available in 25 different languages including: Arabic, Armenian, Chinese, Croatian, Dutch, English, French, German, Greek, Hindi, Hungarian, Italian, Korean, Latvian, Macedonian, Maltese, Polish, Portuguese, Russian, Serbian, Spanish, Tagalog, Turkish, Ukrainian and Vietnamese.

Top Tips for service providers managing complaints.

A poster outlining how to raise a concern about the quality of care a person is receiving.

This resource is available in 25 different languages including: Arabic, Armenian, Chinese, Croatian, Dutch, English, French, German, Greek, Hindi, Hungarian, Italian, Korean, Latvian, Macedonian, Maltese, Polish, Portuguese, Russian, Serbian, Spanish, Tagalog, Turkish, Ukrainian and Vietnamese.

Information for consumers of aged care services, their families, carers and representatives about the Aged Care Quality and Safety Commission.

This resource is available in 25 different languages including: Arabic, Armenian, Chinese, Croatian, Dutch, English, French, German, Greek, Hindi, Hungarian, Italian, Korean, Latvian, Macedonian, Maltese, Polish, Portuguese, Russian, Serbian, Spanish, Tagalog, Turkish, Ukrainian and Vietnamese.

If you need an interpreter, please call TIS National on 131 450 and ask them to call the Aged Care Quality and Safety Commission on 1800 951 822. Our business hours are 9-5 Monday to Friday.