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The Aged Care Complaints Commissioner has officially commenced

By Julie McStay07 Jan 2016

On 1 January 2016, the role of the independent Aged Care Complaints Commissioner officially commenced. The Department of Health is no longer responsible for handling complaints about an aged care service as this responsibility has moved over to the new Aged Care Complaints Commissioner.

What it means for providers

Amendments have been made to the Aged Care Act 1997 (Cth) and related Principles to give effect to the new role of the Complaints Commissioner.

Under the latest amendments the Complaints Commissioner now has power to manage and resolve complaints under the Complaints Principles. For example, when resolving a complaint the Commissioner can give written directions to an approved provider to take actions to comply with the approved provider’s responsibilities under the Aged Care Act and associated Principles.

Action required

Any complaints about an aged care service will now be directed to the Aged Care Complaints Commissioner rather than the Department of Health.

To the extent that any of your policies, procedures or agreements refer to the Aged Care Complaints Scheme, you will need to update your documents to reflect the new contact details, being:

Aged Care Complaints Commissioner
Telephone:        1800 550 552
Address:           GPO Box 9848    [insert your Capital City] [insert your State]

In view of the introduction of the Complaints Commissioner it may be timely to review your relevant policies, procedures and agreements for any updates that may be required. Please contact us for assistance with implementing these changes.

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