approved provider resolution » Aged Care Complaints Scheme News

The Complaints Principles 2011 are now in place

For consumers, For providers 5 Responses »

Sep 012011

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

The improved Principles are a result of the Australian Government’s decision to implement recommendations from the independent Walton Review to improve the Scheme’s operation, timeliness and transparency.

Rating: +3 (from 13 votes)

Progress on the revised complaint management framework

For consumers, For providers 2 Responses »

Jun 022011

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

encourage people to raise their concerns directly with the approved aged care provider in the first instance, where possible
expand the options for resolving a complaint
allow us to manage complaints in the way that will be more likely to achieve a better outcome for the care recipient and aged care provider
allow us to appropriately handle complaints based on risk.

Rating: +2 (from 6 votes)