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Facts and Figures

Our annual report is our definitive source of performance data. You can find it here. We also report some data regularly throughout the year, 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. June quarter data is published at the end of the September quarter.
  • Detailed contacts data, showing the most recent five quarter lots to allow for comparison – e.g. June 2015-16 quarter to June 2016-17 quarter.

National Quarterly Bulletin: September 2017 quarter

Complaints overview (by state where service is provided): September 2017 quarter

Complaints received and complaints finalised

Contact type NSW VIC QLD SA WA TAS ACT NT Total
 Complaints received 421 345 303 106 48 24 21 11 1,286
 Complaints finalised  437 351 329 111 73 23 23 11 1,358

Complaints received, by care type

Residential  300 274 227 89 36 16 10 7 959
Help at home  125 67 75 15 13 8 10 4 317
Flexible & Community care 1 4 2 2 1 10
Total 426 345 304 106 49 24 21 11 1,286

Detailed contacts: September quarter 2016 – September 2017 quarter


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


If you have any questions or would like clarification about the information we have provided, please contact us by email at