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Facts and Figures

The Aged Care Complaints Commissioner publishes quarterly performance data in line with our Corporate Imperative to promote transparency by publishing key documents on our website,  outlined in our Corporate Plan. We report this data in two formats:

  • Overview complaints data from the most recent available data, usually the quarter before the most recently ended one – e.g. March quarter data is published at the end of the June quarter.
  • Detailed contacts data, showing the most recent five quarter lots to allow for comparison – e.g. March 2015-16 quarter to March 2016-17 quarter.

National Quarterly Bulletin
Complaints overview (by state where service is provided): March quarter 2017

Complaints received and complaints finalised

Contact type NSW VIC QLD SA WA TAS ACT NT Total
 Complaints received 432 306 217 102 74 25 18 9 1,183
 Complaints finalised  448 281 195 94 74 27 13 7 1,139

Complaints received, by care type

Residential  320 246 161 70 57 21 4 3 892
Help at home  109 58 55 30 17 4 4 5 282
Flexible & Community care  3 2 1 2 1 9
Total 432 306 217 102 74 25 18 9 1,183


National Quarterly Bulletin
Detailed contacts: March quarter 2016 – March quarter 2017



Term Definition
Complaint An expression of dissatisfaction with any aspect of a provider’s responsilbilities that requires the Aged Care Complaints Commissioner to facilitate the resolution of the complaint
Enquiry Where a person requests information to better understand the responsibilities of a provider, or about how the person may resolve their enquiry directly with the provider
Own Initiative A resolution process commenced by the Aged Care Complaints Commissioner based on information received from a source other than a complainant
Reviewed Process Where the Aged Care Complaints Commissioner undertakes a new resolution per paragraph 23(1)(b) of the Complaints Principles 2015 following a request to reconsider a previous decision
Out-of-Scope Issue(s) not related to the approved provider’s responsibilities under the Act, which are therefore outside of the Aged Care Complaints Commissioner’s jurisdiction
Residential Residential aged care provides a range of care options and accommodation for older people who are unable to continue living independently in their own homes. The type of care provided ranges from personal care to assist with activities of daily living through to nursing care on a 24-hour basis.
Help at home Commonwealth Home Support Programme (CHSP) and Home care packages (CHP)
Flexible & Community care Flexible care, community care and the National Aboriginal and Torres Strait Islander Flexible Aged Care Program
Other initiator Other includes external agency, service provider, internal referral or media
No service identified The service and the service type are only required for complaints. For other contact types, this information does not need to be recorded.


Quarterly Report Archive

Complaints by State


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