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Review Rights

If you have lodged a complaint with the Aged Care Complaints Commissioner and are not happy with a decision we have made about your complaint, you have review rights.

You can ask us to review the decision we made. We encourage you to raise your views with us directly; giving us feedback helps us to address any concerns you may have about our work. It also helps us to improve our processes to achieve good outcomes.

You can also ask for a review of our complaints process by the Commonwealth Ombudsman.

What are my review rights relating to a decision by the Aged Care Complaints Commissioner?

Once a complaint is finalised by the Complaints Commissioner, complainants and service providers have review rights if they are not satisfied with the outcome.

You can ask us to reconsider our final decision, except in circumstances where:

  • you complain anonymously (because we are unable to contact you)
  • your complaint is resolved using early resolution (under Section 7(b) of the Complaints Principles)
  • the resolution process is ended as a result of compliance action (under Section 14(d) of the Complaints Principles).

We can tell you more about this when you contact us.

How can I ask the Aged Care Complaints Commissioner to review a decision?

You can only ask us to review a decision after a complaint process has been finalised. You must do so by making an application within 42 days of receiving our decision letter and your application must state the reasons why you are asking us to review the decision.

You can request us to review a decision by phoning us or in writing to the address in our decision letter.

What will we do with your request?

A staff member who was not involved in handling your original complaint will consider your review request and contact you to discuss it.

  • If we think our decision was wrong, we will look at your complaint again (by doing a new resolution process on your complaint).
  • If we think our decision was right, we will not look at your complaint again.

We will tell you what we have decided to do within 28 days of receiving your application. If we decide to undertake a new resolution process, we will notify both parties to the complaint and will work with them to complete the new resolution process within 90 days of receiving your application. In some instances we may need to extend the completion timeframe by an additional 14 days; if so we will notify both parties.

If you are still not satisfied with the outcome of our review decision we are not permitted to conduct a further review – we can only review a matter once.

You can however, seek an independent review with the Commonwealth Ombudsman about our process.

Seeking a review by the Commonwealth Ombudsman?

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

If you are not satisfied with an outcome offered by the  Complaints Commissioner, you can contact the Ombudsman’s office through their website or by phoning 1300 362 072.

Looking for more information?

A Review rights’ fact sheet outlines options to seek review of the  Complaints Commissioner’s decisions or process.

If you’re still unsure about your review rights call us on 1800 550 552 and ask to speak to a complaints manager in your state or territory.