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.
The Aged Care Amendment Bill 2011 received Royal Assent on 26 July 2011, which enables the Minister for Mental Health and Ageing to replace the Investigation Principles 2007 with the Complaints Principles 2011 and for the new complaints management framework for the Aged Care Complaints Scheme to begin. Continue reading »
The 20th annual Tri-State Conference, held in Albury from 27 February to 1 March 2011, outlined reforms to the Aged Care Complaints Scheme and our commitment to the development and implementation of these reforms. The conference brought together aged care professionals from NSW, Victoria and South Australia to address The new approach to aged care complaints: a Department and industry dialogue. Continue reading »
We have been progressively implementing reforms to the Aged Care Complaints Scheme since July 2010.
In February 2011, we released a discussion paper on the proposed complaints management framework to facilitate feedback from consumers, aged care providers and other stakeholders. The new framework and approach to risk assessment is a major component of the reforms. It expands the options available to resolve concerns, encourages complainants to resolve concerns with approved providers in the first instance, and assesses each complaint’s level of risk to the care recipient to ensure appropriate escalation. Continue reading »
Starting in 2011-12, the word ‘Investigation’ will be removed from our name ‘Complaints Investigation Scheme’.
We will be known as the ‘Aged Care Complaints Scheme’. The acronym ‘CIS’ will also no longer be used. The shortened version of our name will be ‘the Scheme’. Continue reading »
Welcome to the blog for the Aged Care Complaints Scheme.
Through this blog, we aim to:
This blog will also be an important channel for us to hear from you about what we can do to improve our service and the information we provide. We welcome your comments on various posts.
We encourage you to go to our FAQs page, where we will provide answers to many of the questions we receive. If you have a question, please leave a comment on the FAQs page or send us an email.
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The reforms to the Aged Care Complaints Scheme are part of the Australian Government’s broader national health reform agenda, which will deliver better health outcomes for Australians. Register on www.yourhealth.gov.au to receive regular updates on the implementation of national health reform.