New publications about the reforms to the Scheme are now available. These publications will help you understand how the Scheme works and how it can assist you or someone you know with any concerns about the quality of care being provided by an Australian Government subsidised residential or community aged care service.
A5 booklet-I have a concern
The new materials include:
- DL Brochure – ‘I have a concern’
This handy and discrete brochure provides consumers with information about our role, options for resolving concerns and contact details.
- A3 and A2 Posters – ‘Do you have a concern?’
These posters are for display in residential care facilities, waiting rooms, clubs, and other locations where aged care recipients and their families, friends, carers and representatives may look for information about complaint resolution.
- A5 Booklet – ‘I have a concern’
A small handbook that provides more detailed information about our role, the options available to resolve concerns, review rights, advocacy and much more. The handbook is suitable for consumers, providers and stakeholders who like to have more detailed information.
‘Our Service Commitment’ describes the level of service that complainants and providers can expect from us during a resolution process.
This fact sheet provides an overview of available resolution options: early resolution, approved provider resolution, conciliation, investigation and mediation.
This fact sheet describes the outcomes that can be achieved when we examine a complaint.
This fact sheet is primarily for aged care providers. It describes what a Direction is and when we can issue a Direction.
This fact sheet is primarily for consumers. It describes the role of advocacy and the ways agencies can support people to resolve concerns.
This fact sheet is for complainants and aged care providers. It describes the right to seek review of our decisions and/or processes.
This fact sheet provides an overview of the reforms to the Scheme and the benefits for consumers and aged care providers.
You can view, download or order the publications online from the Resources tab.
These materials will be distributed to service providers and other stakeholders from late September to October.
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Hi Julie
Thank you for your enquiry. Our website is currently being updated and you will be able to order our translated publications soon. We will be posting an update when the materials are available.
If you would like to be notified when we post the update, please subscribe to this website by entering your email into the ‘Subscribe to updates’ panel on the right hand side of this page.
Thank you for your enquiry Karyn.
We have sent you copies of our new Aged Care Complaints Scheme publications. You can also view and download Scheme materials online through our website.
In regards to your question about Indigenous employees, we have tried to contact you but were unable to get through. Please contact us again if you would like further information.
I have accessed this web page to place an order for Multi lingual brochures for my CALD clients. I cannot find a link to acess this. Please advise of any other method to gain these resources. Thankyou.
Could we please order 10 copies each of the above new publications, especialy the Rights of Aged Care Clients & Aged Care Carers, also the Complaints Scheme.
Also, is there any Indigenous employee with your Department?, if so could you kindly give me their contact numbers.
Thanking You
Regards
Karyn Vincent
Could I please have 50 copies of te above publications
Deliver to: Attention Louise Dean
Hawkins Masonic Village
3 Northville Drive
Edgeworth NSW 2285
Hi Lorraine
Thanks for your comment.
The translated versions of our brochure and poster will be available in November. We will let you know when they are available by posting an update on this website.
If you would like to receive an email when they are ready, please subscribe to updates by entering your email address into the ‘Subscribe to updates’ box on the right hand side of the page.
Is the information available in languages other than English as we have a large number of residents from cultural and linguistic backgrounds
The above list of entries set out where information can be obtained, but my understanding of information read in the seniors newspaper was that this information would now be placed online at this site.
It does not appear to be so, or am I missing something.?
Hi Mylie
Thanks for your comment.
You can order resources using our online order form.
Can you please let us know what you were doing when you received the error so that we may fix the problem.
Hello,
We would like to place an order for these publications but received an error also on the page to order them. Can you please email me to arrange an order for these publications.
Thank you
Mylie
Hi Angela
Thank you for notifying us of the broken link. We’ve fixed it so you should now be able to click through to our Resources page.
We are unsure exactly which resources you would like to order. Can you please place an order using our online order form. Alternatively, you can place your order directly with National Mailing and Marketing via:
Email: health@nationalmailing.com.au
Fax: National Mailing and Marketing
(02) 6260 2770
Post:
Aged Care Complaints Scheme
c/o National Mailing and Marketing
11 Tralee Street
HUME ACT 2620
I would like to order the above new publications. The above link – to “View, download or order the publications online”, the Order Products link, diplays an error saying the page does not exist.
Please could we order 20 of each new publication.
Please deliver to:
Amberley Aged Care, 30 Mell Road, Spearwood, WA, 6163
Regards,
Angela Dean – Admin