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Fact sheet – Review rights

This fact sheet outlines your options to ask for a review of the Aged Care Complaints Commissioner’s decision or complain about our service.

We welcome feedback about our decisions or service. Your feedback allows us to address any concerns you may have about our work and improve the way we work in the future. It can also help achieve the best outcome for the person receiving aged care that the complaint relates to, and for others.

Your rights

If you are not happy with a decision we have made about a complaint, you can ask us to review it. If you are not happy with the way we managed the complaint, you can complain to us about this. You can also ask the Commonwealth Ombudsman to review our actions in managing your complaint.

You can ask us to review our decision by phoning us on 1800 550 552* or in writing

Asking the Aged Care Complaints Commissioner to review the decision

Complainants and service providers can ask for a review of our decision once a complaint is finalised. This may be about our decision to take no further action on a complaint or to end a resolution process.

Where we have quickly finalised your complaint to your satisfaction, we are unable to review that decision. However, if you are not satisfied that the service provider has resolved your concern you are welcome to contact us again.

Complainants may not request a review if they choose to be anonymous or if they withdraw from the complaints process.

How can you request a review of our decision?

If you want us to review our decision, you must contact us within 42 days of receiving our decision letter and state the reasons for your request.

You can ask us to review our decision by phoning us on 1800 550 552* or in writing.

We welcome your feedback about our decisions or service at any time.

What do we do with your request to review our decision?

A complaints officer who was not involved in handling the original complaint will consider your request. If we think our decision may have been wrong, we will work with both parties to the complaint to complete a new resolution process within 90 days of receiving your application. We can extend that timeframe by 14 days if necessary.

If we think our decision was right, we will not look at your complaint again. Either way we will contact you within 28 days of receiving your application.

We can review a decision only once. If you are not satisfied with our revised decision, or do not want an internal review, you can contact the Commonwealth Ombudsman

How to complain about our service

Anyone who is not satisfied with our service can complain to us. We are committed to improving our service and we welcome your views, even if they are critical.

You can find out how to complain about our service through our website agedcarecomplaints.gov.au or by speaking to a complaints officer on 1800 550 552*.

Seeking a review by the Commonwealth Ombudsman

The Commonwealth Ombudsman can investigate complaints about the administrative actions of Australian Government agencies, including those of the Aged Care Complaints Commissioner, to see if they are wrong, unjust, unlawful, discriminatory or unfair.

If you are not happy with our actions in managing your complaint, we encourage you to contact us first so that we have the opportunity to address your concerns directly with you.

Contact the Ombudsman by:

Phone 1300 362 072

Web ombudsman.gov.au

Email ombudsman@ombudsman.gov.au

SMS 0413 COM OMB (0413 266 662)

Write GPO Box 442, Canberra ACT 2601

All information in this publication is correct at January 2016.