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Service Charter

Our service charter explains our commitment to people receiving care, service providers and people who raise concerns. It outlines the service you can expect from the Aged Care Complaints Commissioner and the expectations we have of you to help us resolve concerns about aged care. Our service charter is also available in a factsheet The service we offer you.

The service you can expect from us

The Aged Care Complaints Commissioner will How you can help us
  • Tell you as soon as we can if your complaint is not within our scope and, where possible, give you the details of other organisations that may be able to assist you.
  • Clearly identify the complaint issue and work with us to achieve the best outcome for the person receiving aged care.
  • Acknowledge complaints as quickly as possible.
  • Tell us promptly of any special needs you have so we can assist you.
  • Explain how we will resolve your complaint. We will choose the best way to resolve your concerns from simple, quick approaches to more formal lengthy processes.
  • Tell us what steps you have already taken to raise your concerns.
  • Contact and work with all relevant people involved in a complaint.
  • Cooperate with us and respond to our requests for information as quickly and accurately as possible.
  • Provide you with the name of the contact person for your complaint and talk to you regularly about how your complaint is progressing.
  • Provide as much information as you can, as early as you can.
  • Listen to you and give you reasonable opportunities to provide relevant information so we can explore your concerns.
  • Treat us with courtesy and respect and without discrimination.
  • Tell you the reasons for any decisions we make and give you opportunities to have your say.
  • Provide feedback about our service at any stage of the process.
  • Resolve your complaint as quickly as possible and provide feedback to you on the outcome.
  • Tell you about your review rights.
  • Act fairly, ethically, impartially and objectively.
  • Treat you with courtesy and respect and without discrimination.
  • Learn from complaints and act on opportunities to improve aged care.