The Scheme is interested in receiving your feedback about how we are delivering our service. Your feedback is a critical part of our ongoing improvements to the Scheme and helps us to assess what we are doing well and what we can do better. There are a number of ways to tell us what you think.
Complaint feedback
If you have lodged a complaint, and you are not satisfied at any stage, please raise this directly with us. You can do this by calling 1800 550 552 and asking to speak to the person assisting you with your concern, or the complaints manager in your state or territory. If you are not happy with our final decision, you may request a review. You can find out more information about this in the Your review rights website post.
We encourage you to complete our customer satisfaction survey after your complaint has been finalised. You will receive this survey via post at the end of the process. Please complete the survey and send it back to us in the enclosed pre-paid envelope.
The survey is completely confidential; you don’t have to tell us your name or identify the complaint that we addressed. This survey can also be completed online by following the instructions provided on the hard copy survey.
Resources feedback
We offer a number of printed and online resources for care recipients, families and friends, aged care providers and aged care staff which can be ordered from our online order form.
When you receive your order, a survey will be enclosed for you to provide feedback about each resource. You can mail resource feedback forms to us by using the included prepaid envelope or by submitting your feedback online. The survey only takes a few minutes to complete, and your feedback will help us to improve the information we provide.
Market research
From time to time, we conduct market research that provides you with an opportunity to let us know how we are doing. Representatives from research agencies may contact you on our behalf. You don’t have to participate in this research and the results never reveal the identity of anyone who takes part.
You can also provide feedback to us by commenting on Scheme website posts like this one. If you have any questions or suggestions regarding the Scheme, have your say in the comments section below.
I am very satisfied throughout the process as I was kept informed with the progress of the complaint in a professional manner and was acted and handled fairly with the complaint resolved.
Hi Helen,
Thank you for the feedback. We’re glad to hear your experiences with the Scheme have been so positive.
Complaints were listened to with genuine concern and impartial judgement. All my problems were addressed promptly and I was given regular updates.I was extremely happy with my exp-erience and delighted with procedures put in place to give me peace of mind in the future.
Hi James
Thank you for your feedback.
We’ve been in contact with you to discuss your concerns and we will continue to work with you.
If you are not satisfied with a decision by the Aged Care Complaints Scheme (the Scheme), you can ask the Aged Care Commissioner (the Commissioner) to conduct ...
... an independent review.
To find out more about Commissioner reviews you can contact the Commissioner by:
• Calling 1800 500 294
• Going to agedcarecommissioner.net.au
• Emailing complaints@agedcarecommissioner.com.au
You can also contact the Commonwealth Ombudsman if you are not satisfied with the administrative actions of the Scheme.
You can contact the Commonwealth Ombudsman by:
• Calling 1300 362 072
• Going to ombudsman.gov.au
• Using the online complaint form
For more information we have published a blog post about review rights.
Hi Jane
We appreciate your feedback. It sounds like you had a difficult experience.
Over the past year, The Aged Care Complaints Scheme (the Scheme) has implemented a range of measures to ensure we deliver an accountable, transparent and customer-focused complaints service.
A few of the things that the improved Scheme offers ...
... are:
• a focus on achieving timely resolution of concerns
• regular consultation with all parties throughout the process
• broadened review rights
• and improved information about our processes for consumers.
If there is a specific issue that you would like to raise with us, please feel free to either call on 1800 550 552 or send an email to agedcomplaintscomms@health.gov.au.
The complaints scheme is a joke. My mother was totally let down by this system, Aged care homes get away with murder.
The dcheme is a spineless unnecessary tier
That acts in the interests of thr aged csre providers
By sccepting their one sided view
Uncritically
Let us go direct to the commissioner
My experience to date pending appeal
Is the scheme is inefficient
The answers i got were a fobb off and did not
even answering the complaint
How fid ...
... this get through the govt appointed
Delegate
If retained, feedback needs to go to office of
Commissioner or at least an EXTERNAL
Body
Complaint was resolved professionally and promptly, thank you.