Updated ‘Aged Care Complaints Guidelines’ and ‘Policy for Managing Unreasonable Conduct’ available
Two documents which explain the process and policy our staff follow have been updated.
- Our Guidelines for the Aged Care Complaints Commissioner v2.0 have been updated to ensure consistency with current legislation and policy. These Guidelines outline how the complaints management framework works and the procedures we follow when receiving and resolving a complaint.
- Our Policy for Managing Unreasonable Conduct and Threats to Self-Harm from External Parties v1.1 now includes information and guidelines on what our staff will do if they receive calls from people threatening to self-harm. This can be a very stressful to deal with, so we think it’s important that we provide as much support for these situations as we can.
We are committed to fulfilling Information Publication Scheme requirements as outlined in our Agency Plan. To ensure that the information we published is easily found, previous document versions can be found on our Archived documents page.