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Review rights

If you have lodged a complaint with the Aged Care Quality and Safety Commission (the Commission) and are not happy with a decision we have made about your complaint, you have review rights.

  • You can ask us to review the decision we made. We encourage you to raise your views with us directly; giving us feedback helps us to address any concerns you may have about our work. It also helps us to improve our processes to achieve good outcomes.

You can also ask for a review of our complaints process by the Commonwealth Ombudsman.

What are my review rights relating to a decision by the Commission?

Once a complaint is finalised by the Commission, complainants and service providers have review rights if they are not satisfied with the outcome.

  • Complainants can seek review by the Commissioner about a decision to take no further action or to end a resolution process
  • Service providers can seek review about a decision to end a resolution process

You can ask us to reconsider our final decision, except in circumstances where:

  • you complain anonymously (because we are unable to contact you)
  • your complaint is resolved to your satisfaction
  • you withdraw your complaint

We can tell you more about this when you contact us on 1800 500 294 or at complaintsreviews@agedcarequality.gov.au 

How can I ask the Commission to review a decision?

You can only ask us to review a decision after a complaint process has been finalised. You must do so by making an application within 42 days of receiving our decision letter and your application must state the reasons why you are asking us to review the decision.

You can request us to review a decision by phoning us on 1800 500 294, by email to complaintsreviews@agedcarequality.gov.au or by post to GPO Box 9819, Melbourne, VIC 3001

What will we do with your request?

A review officer who was not involved in handling the original complaint will consider your request. We will initially review the original decision to see if it was right. If we think the decision may have been wrong, we will work with both parties to the complaint to complete a new resolution process. If we think the decision was right, we will not re-open your complaint. You will be advised of the outcome either way. We can review a decision only once.

If you are not satisfied with our decision following review, or do not want an internal review, you can contact the Commonwealth Ombudsman. 

Seeking a review by the Commonwealth Ombudsman?

The Commonwealth Ombudsman can investigate complaints about the actions and decisions of Australian Government agencies, including those of the Aged Care Quality and Safety Commission, to see if they are wrong, unjust, unlawful, discriminatory or unfair.

If you are not satisfied with an outcome offered by the Commission, you can contact the Ombudsman’s office through their website or by phoning 1300 362 072.

Looking for more information?

A Review rights’ fact sheet outlines options to seek review of the Commission’s decisions or process.

If you’re still unsure about your review rights call us on 1800 500 294 and ask to speak to a review manager. We can also be emailed at complaintsreviews@agedcarequality.gov.au.

 
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Monday, 15 June 2020 - 10:06am