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Referrals to other organisations we work with

The Aged Care Complaints Commissioner handles a range of complaints every day.  Some of these complaint issues can be handled solely by us, while others may need to be referred to another organisation.

The Referrals to Other Organisations factsheet can help you understand when we would refer your concerns to another organisation and if you will receive feedback.

We work closely with a number of organisations to ensure that your concerns are handled correctly, by the people best placed to deal with them. There are six organisations we often refer complaint information to:

Australian Aged Care Quality Agency (Quality Agency)

The Australian Aged Care Quality Agency (Quality Agency) is the sole agency that Australian Government funded aged care providers deal with in relation to the quality assurance of the aged care services they deliver. This applies to services delivered through a residential aged care service, in a person’s own home or in a community setting. We may refer information to the Quality Agency where issues might be of a systemic nature; to help inform future quality monitoring of aged care services.

For further information please visit the Quality Agency website

Australian Health Practitioner Regulation Agency (AHPRA)

The Australian Health Practitioner Regulation Agency (AHPRA) supports 14 National Boards that are responsible for regulating health professions.  The primary role of the National Boards is to protect the public and set standards and policies that all registered health practitioners must meet. AHPRA is responsible for:

  • handling complaints about registered health practitioners
  • working with Health Complaints Commissions in each state and territory to make sure the appropriate organisation deals with community concerns about registered health practitioners
  • supporting the development of registration standards, codes and guidelines, and
  • the administration of the National Registration and Accreditation Scheme.

For further information please visit the AHPRA website.

Coroner

The Coroner in each state or territory conducts investigations into reportable deaths. The coroner determines the identity of the deceased, how the death occurred, the cause of death, any particulars needed to register the death, and ways to prevent similar deaths in the future.

Visit the relevant Coroner website in each state or territory for more information and to view the status of coroner inquiries.

Department of Health

The Department of Health is responsible for managing national programs in relation to regulation of approved providers and grant management for service providers. Through these programs they:

  • monitor provider compliance with the Aged Care Act 1997 or their Funding Agreement with the Australian Government
  • establish, promote and enforce prudential regulations protecting accommodation payments paid by residents to approved providers, and
  • determine and monitor the appropriateness of entities, including their key personnel.

For further information please visit the Department of Health website.

Police

The Police force in each state or territory is responsible for dealing with matters including: preventing, detecting and investigating crime, monitoring and promoting road safety, maintaining social order, and performing and coordinating emergency and rescue operations.

Visit the relevant Police website in each state or territory for more information.

State Health Commissions

Generally speaking, health commissions are responsible for the investigation and resolution of health complaints, however, the function of the Health Complaints Entities (HCE) are imposed by the laws of the state or territory in which the HCE is established. State and Territory Health Commissions work alongside AHPRA to ensure the appropriate organisation investigates community concerns about registered health practitioners.

Visit the relevant health commission website in each state or territory for more information.