|You can download and print resources from this page, or order them using our online order form.|
Resources for industry
Guides, fact sheets, brochures, posters and videos for aged care industry providers, staff and workers.
Better Practice Guide to Complaint Handling in Aged Care
The resources in this guide are designed to support better practice in complaint handling in aged care services. The guide includes a better practice booklet, posters and interactive learning exercises designed for individual and team-based learning. Many of the resources and templates can be customised to the needs of your service.
Compulsory reporting resources
These resources are designed to help residential aged care staff and workers know what they are required to do when they are the first to suspect, or become aware, that a resident:
- has been assaulted, or
- is absent without explanation.
The compulsory reporting resources include a staff folder tab that is designed to be filed for staff to access when needed, and a poster that can be displayed in staff rooms.
Poster – Do you have a concern?
These posters are designed to be displayed 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.
*The A3 poster is also available in 17 other languages for people who speak English as a second language.
Poster – Four things aged care staff should know about aged care complaints
These resources highlight the important role staff play in the aged care complaints process and provide them with tips including how they can help people feel more comfortable about sharing their concerns.
Staff Folder Tab – Four things aged care staff should know about aged care complaints
This folder tab outlines four key things that aged care workers should know about aged care complaints. It is designed to be inserted into individual staff manuals for quick and easy reference.
Fact sheet – Service provider resolution: What service providers need to know
This fact sheet explains the steps involved if the Scheme refers a complaint to a service provider to resolve.
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.
Video – ‘Complaint Handling: Service User Rights and Responsibilities’
This 30 minute educational video is for volunteers, coordinators and case managers delivering Home Care Package services. It aims to enhance aged care worker practices and skills in complaint handling.
Video – ‘Service provider resolution’ for industry‘
This 30 minute training 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.
Video – ‘Service provider resolution’ for industry‘
Video transcript – ‘Service provider resolution’ for industry‘
Translated resources for aged care staff
The Scheme has resources available in the following five languages identified as most relevant to aged care staff and workers: Hindi, Italian, Simplified and Traditional Chinese and Tagalog.
- Quick reference cards are available in Traditional Chinese, Simplified Chinese, Tagalog, Italian and Hindi (Traditional Chinese shown)
Translated staff quick reference cards
These handy, eye catching quick reference cards are now available in several languages other than English and cover areas important to effective complaint handling. You can find the English language versions in the Scheme’s Better Practice Complaint Handling Guide. These resources can be promoted within your service using our CALD postcard.
Poster – Do you have a concern?
This small poster is available in 17 languages, including Arabic, Simplified Chinese, Croatian, Dutch, German, Greek, Hungarian, Italian, Macedonian, Maltese, Polish, Russian, Serbian, Spanish, Tagalog, Turkish and Vietnamese. It is designed to be displayed 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. These are available to view, download or order copies in your language.
Resources for consumers
Fact sheets, brochures, posters and videos for care recipients, their families, friends and other representatives.
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. It is also available in 17 other languages.
Booklet – I have a concern
A small handbook that provides more detailed information including the Scheme’s role, the options available to resolve concerns, review rights, advocacy and useful contacts. The handbook is suitable for consumers, providers and stakeholders.
Fact sheet – Resolving concerns about aged care
This fact sheet encourages consumers to first raise a concern with the service provider and highlights the availability of the Scheme if the concern is not successfully resolved with a service provider. Resolution options and possible outcomes the Scheme offers including early resolution, service provider resolution, conciliation and investigation.
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.
Translated resources for consumers
The Scheme has a number of consumer resources available in the following 17 languages identified as most relevant for older Australians, other than English: Arabic, Simplified Chinese, Croatian, Dutch, German, Greek, Hungarian, Italian, Macedonian, Maltese, Polish, Russian, Serbian, Spanish, Tagalog, Turkish and Vietnamese.
Resources for Indigenous Australians
Brochure, flip chart and fact sheet
A brochure, flip chart and fact sheet to inform older Aboriginal and Torres Strait Islander people, and their friends and family, about the support available to help them resolve concerns about aged care services, and why it’s important to raise these concerns.
- Brochure – A Little Yarn Goes a Long Way
These resources are also available with translated content in Torres Strait Islander Creole, Arrernte, Pitjantjatjara, Warlpiri, Alyawarra and Luritja.
Audio and animated resources
These audio and animated resources highlight the idea that ‘a little yarn goes a long way’ in 45-second or 5-minute segments. Please select a language below to listen or view the audio and animated resources.
Please see our online order form to view, download or order copies.
Other Scheme resources
Fact sheets, policies and plans covering topics including aged care consumer and provider rights and responsibilities, resolving HACC complaints, reforms to the Scheme and how the Scheme handles personal information.
Fact sheet – Aged care quality and complaints: Roles and responsibilities (This fact sheet is currently under review)
Explains the roles and responsibilities of the Aged Care Complaints Scheme, the Australian Aged Care Quality 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.
Service Charter – Our Service Commitment (The service charter is being reviewed)
Our Service Commitment describes the level of service that complainants and providers can expect from the Scheme during a resolution process.
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 – The Aged Care Complaints Scheme: What it can do for you?
This fact sheet provides an overview of the reforms to the Scheme, and the benefits for consumers and aged care providers.
Aged Care Complaints Scheme Strategic Plan 2010-14 (The Strategic Plan 2010-14 will still remain available for historical purposes. A new Strategic Plan for the Scheme is being developed.)
The Privacy Act 1988 (Privacy Act) and Australian Privacy Principles (APPs) regulate how Australian Government agencies handle an individual’s personal information, including how they collect, store, use and/or disclose personal information.
In resolving complaints under the Aged Care Act 1997 and the Complaints Principles 2011, the Aged Care Complaints Scheme (the Scheme) complies with the Privacy Act and APPs.
The Scheme’s Notice of Collection outlines how the Scheme manages personal information, including how personal information is used, when this information may be disclosed to other parties, and how individuals can access or seek correction of personal information held about them.
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