The year in review

As the end of my first year as the Aged Care Complaints Commissioner approaches, I thought I’d take a moment to reflect on what we have achieved. It has been very busy and productive, with many highlights. These include:

  • Our transformation into an independent complaints body. We have a new vision, values and objectives, new branding, and a new website.
  • More and more people coming to us for help with concerns about aged care, and we are resolving most matters relatively informally and quickly between the parties.
  • We have increased our visibility and it appears more people are feeling confident about raising their concerns with us, as an independent complaints body.
  • There have been some really good outcomes from complaints, with services quickly and proactively addressing the concerns raised and making changes that improve care for the resident or client as well as others.
  • Our new education function has been well received by both aged care consumers, providers and the broader aged care industry. We have given at least one major presentation a week, including conference presentations, consumer events and our very first webinar.
  • We are actively engaging with our stakeholders and sharing information wherever we can.
  • We have created our first Consultative Committee and seek their guidance on many things including our internal and external resources, more of which will be released early in the new year.
  • We have produced the ‘Complaints Commissioner’s top 10 tips’ to help consumers to resolve their concerns. Look out for its launch in January 2017
  • We have launched our own YouTube channel.
  • We released our first ever Annual Report.

As we head into 2017,  please remember that  complaints matter. They are an opportunity for all of us to reflect on our practices and consider how we can make our services better for the future. We have had an action-packed first 12 months and I am looking forward to seeing how we can continue to improve our services in the next 12 months.

Wishing you all a safe and happy holiday season.

Rae Lamb

Aged Care Complaints Commissioner