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Chinese (Simplified) quick reference cards for aged care staff

The following translated ‘quick reference’ cards cover areas important to effective complaint handling in aged care.

Assisted Complaints Resolution PDF Icon [PDF 303KB]

Assisted complaints resolution

This resource provides options for aged care staff and volunteers on how to assist complainants when a resolution has not been found within the service, or where a complainant does not wish to engage directly with their provider. It includes information on the roles of external services that can assist in resolving complaints including aged care advocacy, the Aged Care Complaints Commissioner, and the Commonwealth Ombudsman.

Complaints Journey PDF Icon [PDF 970KB]

Complaints journey

This resource tells the story of a complaint from the issue arising to complaint resolution. The journey contrasts the different paths to resolution, including assisted resolution and the role of communication in complaint handling.

Staff Journey PDF Icon [PDF 699KB]

Staff journey

This card provides step-by-step instructions for aged care staff and volunteers on how to respond to a complaint within a service. It emphasises the role of communication in complaint handling.

Stages of Complaint Handling PDF Icon [PDF 532KB]

Complaint handling

Based on an evidence-based complaint handling process, this resource describes the seven stages of complaint handling, as referenced by the Commonwealth Ombudsman.

Complaints and Workplace Culture PDF Icon [PDF 396KB]

Complaints and workplace culture

This card describes how workplace culture influences complaint handling. It highlights how a blame-free, continuous improvement culture supports effective complaint handling.