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Fact sheet – Referrals to other organisations

This fact sheet helps you understand why the Aged Care Complaints Commissioner may refer your concerns to another organisation and what feedback to expect.

We handle a range of complaint issues every day. Sometimes we may need to refer your issues to other organisations because they are better placed than we are to address your concerns.

Who might we refer information to?

There are six organisations we often refer information to:

Australian Aged Care Quality Agency

The Australian Aged Care Quality Agency (the Quality Agency) is the agency that Australian Government funded aged care providers deal with for quality assurance of the services they deliver. This applies to services in an aged care home, in a person’s home or in a community setting. We can refer information to the Quality Agency about systemic issues. We also refer information to help them plan for future accreditation and quality monitoring visits to aged care services.

For further information, please visit their website: aacqa.gov.au

Coroner

The coroner in each state and territory conducts investigations into reportable deaths. Coroners determine 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 coroner website in your state or territory for more information and to view the status of coronial inquiries.

Australian Health Practitioner Regulation Agency

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 Entities in each state and territory to deal 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 their website: ahpra.gov.au

Department of Health

The Department of Health (the Department) is responsible for managing national programmes and regulating aged care services funded by the Australian Government. Through these programmes they:

  • monitor service provider compliance with the Aged Care Act 1997 and with funding agreements
  • monitor prudential (financial) regulations and protect the accommodation payments of people receiving care in an aged care home, and
  • monitor the suitability of service providers, including their staff.

For further information, please visit the Department’s website: health.gov.au

Health Complaints Entities

Health commissioners and ombudsmen in each state or territory are responsible for the resolution of complaints about health services and individual registered health practitioners. They work with AHPRA to ensure the appropriate organisation investigates and addresses concerns about registered health practitioners.

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

Police

Police in each state or territory are 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 police website in your state or territory for more information.

Feedback about a referral

Sometimes we will not be able to discuss a referral to another organisation with you as information about the referral is protected information under the Aged Care Act 1997. While the feedback we provide you may be limited, please be assured that we have taken your concerns seriously and have referred your complaint to the organisation best placed to deal with it.

Need more information?

Your complaints officer will be happy to answer any questions you have about referrals.