The Code of Conduct for Aged Care (the Code) describes the behaviours we expect from people who provide care, supports and services to older people.
If we that find that someone is not behaving as set out in the Code, we will act.
Our response
When we receive information that raises a concern that an older person is not receiving care in line with the Code, we take the following steps.
- Assess the information
We assess the information we have.
We may ask for more information to fully understand:
- the situation
- the risk to the older person
- how best to respond.
- Consider the risk and the best way to respond
We always consider how serious the risks are to people receiving care. That means we think about what could happen because of the behaviour.
We think about the best way to make sure providers and workers can meet the Code. This includes how quickly they need to respond.
- Respond to the issue
If we’re concerned about your behaviour, we may:
- work with your provider to make sure they help you deliver care that meets the Code
- send you a ‘reminder of responsibilities’ letter. This is to remind you of your responsibilities under the Code and ask you to change your behaviour
- send you a ‘caution letter’. This explains our concerns with your behaviour. It also explains your responsibilities under the Code, how we’ll check your behaviour, and what we’ll do if it continues or happens again
- ask you to do specific things, such as extra education or training
- investigate your behaviour. We’ll consider if you’re suitable to work in aged care
- issue a banning order. This will stop or restrict you from working in aged care. It may be permanent or temporary.
Banning orders
If we issue you a banning order, we’ll publish your name and the details of the order on our website in the Register of Banning Orders.
Providers must regularly check the register to make sure the people they employ (including volunteers) don’t have an active banning order or conditions on a banning order they should be complying with.
How we protect your rights
We treat all people working in aged care with respect.
We protect your personal information, as law requires.
Before we make any decisions that affect you, we’ll:
- let you know we’ve received information about you
- help you understand the issues
- give you a chance to ask questions and give us any other information
- give you a chance to have your say and respond to negative information.
If you’re not happy with our decision, or the process, you can ask for a review.
If you’re still not happy, you can complain:
- through our Feedback about the Commission webpage
- by calling us on 1800 951 822.
We’ll deal with your complaint fairly and without bias, as law requires.
Read our Notice of Collection for more details about how we may collect, use and share your personal information.
Read our Procedural fairness and worker regulation fact sheet. It explains how we make sure we’re fair and what you can do if you think we’ve been unfair.
