About the reforms

In 2009, the Australian Government engaged Associate Professor Merrilyn Walton to independently review the operation of the Aged Care Complaints Scheme (the Scheme) and identify areas of improvement to ensure the Scheme achieves best practice aged care complaints management practices. Members of the public and key stakeholders were invited to make submissions to the review. One hundred and nineteen submissions were received and 20 face-to-face consultations were conducted.

In April 2010, the Government released the results of Associate Professor Walton’s review. Her report, Review of the Aged Care Complaints Scheme (called the Walton Review), made a range of recommendations to improve the operation, timeliness and transparency of the Scheme. Associate Professor Walton’s key recommendations included incorporating a broader range of alternative resolution processes into the Scheme to support the early resolution of complaints without investigation, and using a risk assessment framework to assess and prioritise complaints.

In response, the Australian Government—as part of National Health Reform—committed $50.6 million over four years to strengthen the Scheme’s capacity to respond to complaints about Australian Government subsidised aged care services. The Government’s proposed reforms included providing additional options for resolving complaints, such as mediation and conciliation, and early risk assessment of complaints.

Reforms will be delivered through to 2013–14, with many improvements to be rolled out in early 2011-12.

This program of work aims to build a responsive and customer focused aged care complaints system that:

• affords natural justice to all parties
• focuses on clear and timely communication
• seeks to help consumers and providers understand their rights and responsibilities, the Scheme and options to resolve concerns.

The Complaints Principles 2011 and the improved complaints management framework started on 1 September 2011.

The Complaints Principles 2011 (the Principles) are in place from 1 September 2011. These Principles replace the Investigation Principles 2007 and are available to view or download from the ComLaw website.

Some of the main features of the new framework include:

• a focus on achieving timely resolution of concerns
• a more flexible approach to resolving concerns
• working with the provider where possible in reaching the most positive result
• broadened review rights
• greater transparency and consistency through a national approach to complaints resolution.

Consultation

A range of aged care consumer and industry stakeholders contributed to the strengthened framework. Many stakeholders have also helped to shape and improve information for consumers, and worked with the Scheme on other reform activities. We will continue to work with stakeholders throughout the reform program.

In February 2011, the Department of Health and Ageing released a discussion paper on the proposed complaints management framework. The proposed framework is a major component of the reforms, as it would:

• expand the options available to resolve concerns
• encourage complainants to resolve concerns with approved providers in the first instance
• assess each complaint’s level of risk to the care recipient to ensure appropriate escalation.

Forty-one submissions were received from a range of stakeholders, including approved providers, consumer advocacy services, unions and peak industry bodies, the Aged Care Commissioner (ACC) and other key stakeholders. You can read these submissions on the National Health Reform website.

More information

New information resources for consumers and aged care providers will be available very soon.

A fact sheet is available that outlines some of the key reforms that will deliver significant benefits for aged care providers, care recipients and their representatives. You can order copies of the fact sheet through the online order form.

The Department has delivered a number of presentations to the aged care sector about the new complaints management framework and other topics related to complaints.

Progress on implementing reforms

This website will provide continuous updates on how implementation of improvements are tracking. Please check back regularly. To make it easier, save this site as one of your ‘Favourites’. To be the first to know when new information becomes available, please subscribe.

National Health Reform

The reforms to the Aged Care Complaints Scheme are part of the Australian Government’s broader national health reform agenda, which will deliver better health outcomes for Australians. Engagement and communication with stakeholders will continue throughout these reforms.

Register on www.yourhealth.gov.au to receive regular updates on the implementation of national health reform. This website contains up to date reform information including media releases, announcements of public consultation sessions, and advice on the release of discussion papers.