Resources

The Aged Care Complaints Scheme offers a number of printed and online resources for care recipients, families and friends, medical and health professionals, aged care providers and staff.

You can order any of the following resources online

You can also view, download or print these resources – just click on their title.

Brochure – I have a concern
This handy and discrete brochure provides consumers with information about the Scheme’s role, options for resolving concerns and contact details.

Booklet – I have a concern
A small handbook that provides more detailed information about the Scheme’s 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.

Poster (small) – Do you have a concern? and Poster (large) – 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.

Service Charter – Our Service Commitment
Our Service Commitment describes the level of service that complainants and providers can expect from the Scheme during a resolution process.

Fact sheet – Service provider resolution: What service providers need to know
Explains the steps involved if the Scheme refers a complaint to a service provider to resolve.

Fact sheet – Aged care quality and complaints: Roles and responsibilities
Explains the roles and responsibilities of the Aged Care Complaints Scheme, the Accreditation Agency and the Aged Care Commissioner.

Fact Sheet - The Aged Care Complaints Scheme and the Commonwealth HACC program
This fact sheet outlines the role of the Aged Care Complaints Scheme in resolving complaints about Commonwealth HACC services.

Fact sheet – Options for resolving concerns about aged care
This fact sheet provides an overview of resolution options available through the Scheme: early resolution, approved provider resolution, conciliation, investigation and mediation.

Fact sheet – What outcomes can the Aged Care Complaints Scheme achieve?
This fact sheet describes the outcomes that can be achieved when the Scheme examines a complaint.

Fact sheet – What is a Direction of the Aged Care Complaints Scheme?
This fact sheet is primarily for aged care providers. It describes what a Direction is and when the Scheme can issue a Direction.

Fact sheet – Your review rights
This fact sheet is for complainants and aged care providers. It describes the right to seek review of the Scheme’s decisions and/or processes.

Fact sheet – How aged care advocacy can help you
This fact sheet is primarily for consumers. It describes the role of advocacy and the ways agencies can support people to resolve concerns.

Fact sheet - The new Complaints Scheme: What does it mean for you?
This fact sheet provides an overview of the reforms to the Scheme, and the benefits for consumers and aged care providers.

Videos

Video about complaints for aged care consumers and their representatives

This video aims to inform care recipients and their families, friends and representatives about the importance of raising any concerns they may have about aged care services.

Video about complaints for aged care staff

This video was made especially for staff working in aged care. It discusses the value of complaints and provides some useful tips on how concerns can be managed within an aged care service.

‘Service provider resolution’ training video for industry

This 30 minute video about the ‘service provider resolution’ process, formerly known as ‘approved provider resolution’, demonstrates how service providers can manage complaints within their service, with tips to do this effectively.

Resources in other languages

The small poster and brochure are available in the other languages that older Australians are most likely to speak: Arabic, Chinese, Croatian, Dutch, German, Greek, Hungarian, Italian, Macedonian, Maltese, Polish, Russian, Serbian, Spanish, Tagalog, Turkish and Vietnamese.

You may view, download and order other language brochures from our online order form.

Other resources

Other resources available to view, download or print include: