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Resource Library

Displaying 1 - 19 of 19 results

Resource Type
Guides & Handbooks

This booklet aims to give guidance on how to:

  • create an effective, resolution focused complaints system in aged care services and how to enhance existing processes
  • maintain compliance with Standard 6
  • encourage a positive, blame-free culture around complaints handling in aged care services by fostering an understanding of the complaints process and how it affects the people involved, and setting out the essential elements for the effective management of complaints within a service including skills, procedures and policies.
Better practice guide to complaints handling in aged care services front cover

A range of resources related to minimising the use of restraints in aged care. 

Resource Type
Fact sheets

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

What is a direction fact sheet thumbnail

Resource Type
Fact sheets

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.

There are a number of organisations we refer complaint information to when required:

Referrals to other organisations fact sheet

Resource Type
Guides & Handbooks

The Aged Care Quality and Safety Commission is helping providers to understand issues and their responsibilities around minimising the use of chemical and physical restraint. This includes ensuring that providers are appropriately documenting each instance of use.

Image of PRN stickers guide

Resource Type
Regulatory Bulletins

RB 2019-08 This Regulatory Bulletin outlines the requirements that must be met before and during the use of restraint. It outlines how the Commission will assess the use of restraint in the context of the Aged Care Quality Standards and the Quality of Care Principles 2014.

snapshot of the Regulatory Bulletin - restraint

Resource Type
Fact sheets

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.

Front page of scenarios document

Resource Type
Aboriginal and Torres Strait Islander resources
Fact sheets

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. 

A little yarn goes a long way fact sheet front page

Resource Type
Aboriginal and Torres Strait Islander resources
Brochures & Posters

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, Pitjantjatjara, Torres Strait Creole and Warlpiri. 

Image of 'A little yarn goes a long way brochure' front cover

Resource Type
Forms
Guides & Handbooks

This self-assessment tool aims to help aged care service providers record how their use of chemical restraints is managed. It relates to consumers who are prescribed psychotropic medication(s) (particularly anti-psychotics and benzodiazepines), including for PRN (as needed) use.

Cover image of self-assessment tool for psychotropic medication use

Resource Type
Fact sheets

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.

Thumbnail image of Provider resolution fact sheet

Resource Type
Fact sheets

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.

Complaints service we offer thumbnail

Resource Type
Fact sheets

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.

Cover image Right To Seek Review Fact Sheet

Resource Type
Fact sheets

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

Cover image Resolving Concerns About Aged Care fact sheet

Resource Type
Brochures & Posters
Fact sheets

This resource pack was sent to approved providers on 2nd January 2019. It contains helpful information on the Aged Care Quality and Safety Commission and the services we offer.

Cover Image_ACQSA Provider Pack

Resource Type
Fact sheets

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 24 other languages: Arabic, Armenian, Chinese (Traditional), Croatian, Dutch, French, German, Greek, Hindi, Hungarian, Italian, Korean, Latvian, Macedonian, Maltese, Polish, Portuguese, Russian, Serbian, Spanish, Tagalog, Turkish, Ukrainian and Vietnamese.

Notice of Collection

Resource Type
Fact sheets

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 consumers front page

Resource Type
Brochures & Posters

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.

Cover image Do you have a concern? Poster

Resource Type
Brochures & Posters

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.

Elderly woman with her dog in the park on a sunny day