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 – 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.
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:
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