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Aged Care Complaints Guidelines

These Guidelines have been developed for the Aged Care Complaints Commissioner staff; they outline how the complaints management framework works and the procedures we follow when receiving and resolving a complaint.

The Guidelines are periodically reviewed and updated to ensure consistency with current legislation and policy. Previous versions can be found on our archived documents page.

Previous versions related to the Aged Care Complaints Scheme are available on the National Libraries Australia website.

The complaints management process is illustrated in this flowchart; it outlines how an initial contact with the Aged Care Complaints Commissioner might progress through four phases, including intake, detailed assessment, resolution and outcome. Further information about the phases can be found in the Guidelines.

A flow chart describing the steps followed in the complaints management process
Figure 1 from the Guidelines for the Aged Care Complaints Commissioner.