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. Continue reading »
Apr 302012
As a result of reforms to the Aged Care Complaints Scheme (the Scheme) and the introduction of the new Complaints Principles 2011, we may issue approved providers Directions. A Direction requires the approved provider to show us how they have fixed an issue to meet their responsibilities under the Aged Care Act 1997 (the Act).
The Scheme will be closed from 5pm EST on Thursday 5 April 2012 to 9am EST on Tuesday 10 April 2012.
If your concern requires urgent attention, please call the Scheme’s free call number, 1800 550 552, and follow the instructions provided.
We will monitor calls regularly during the shut down period and respond to critical complaints. The Scheme may also come back on-line in the event of a significant emergency.
You may still lodge an online complaint. However, it will not be received until 9am EST on Tuesday 10 April 2012 when the Scheme recommences services.
Apr 042012
The Aged Care Complaints Scheme has just released an Industry feedback alert about the use of bed poles in aged care services. It can be found in the Industry toolkit.
The alert is based on the NSW Coroner’s findings into an inquest related to the use of bed poles in residential aged care homes. We encourage all approved providers to:
- read the report, which can be found online on the NSW Government Lawlink website
- make key personnel aware of the information in the report and this alert
- take action if appropriate. Continue reading »
If you have lodged a complaint with the Scheme and are not happy with the final decision, you may request that we review our decision. Approved providers involved in a complaint can also request a review. Reviews are important, and help us to address any concerns you may have about our work.
Ongoing feedback also helps us to improve how the Scheme works. If you are not satisfied at any stage of a complaint, please raise this directly with us so we can improve our processes to achieve good outcomes. Continue reading »
Jan 192012
Our new internal Guidelines are now available for you to view in the Scheme’s Industry toolkit. These Guidelines have been developed to assist our staff with implementing the recent changes to the Scheme to support the new Complaints Principles. Continue reading »
We have translated our brochure and poster into the 17 languages other than English that older Australians are most likely to speak: Italian, Greek, Chinese, Polish, German, Croatian, Vietnamese, Russian, Arabic, Dutch, Serbian, Maltese, Macedonian, Spanish, Hungarian, Tagalog, and Turkish. 
Continue reading »
The Scheme will close on Friday, December 23 at 5pm EDST and will re-open on 3 January 2012 at 9am EDST.
If you have an urgent issue or concern, please call the Scheme’s free call number, 1800 550 552 and follow the instructions provided.
We will monitor calls regularly during the shut down period and respond to critical complaints. The Scheme may also come back on-line in the event of a significant emergency.
You can still make a complaint online. However, we cannot respond to online complaints until the Scheme recommences services.
We have previously shared with you that new resources have been developed for the Aged Care Complaints Scheme. These resources were developed in consultation with industry and consumer groups.
These groups helped us develop a useful feature of our new ‘Do you have a concern?’ poster. On the poster you will notice a white box on the lower left hand side. This allows approved providers to write the name of a local contact at their service who is the person to talk to if a resident (or their family and friends) has a concern. Continue reading »
We have recently developed a ‘What can we learn?’ report about residents who go missing from Australian Government funded aged care facilities. It’s now available in the Industry toolkit.
The ‘What can we learn?’ report is based on analysis of missing resident reports made to the Scheme between 1 January 2009 and 30 June 2010. Continue reading »
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