Welcome to the website of the Office of the Aged Care Commissioner. On this website you will find information about what we do and how we do it.
The Aged Care Commissioner’s (the Commissioner's) primary role is to examine complaints against the:
Aged Care Complaints Scheme; and
Australian Aged Care Quality Agency.
Please use the navigation or contact us for further information.
It is important to note that the Commissioner does not directly examine complaints about care or services provided to people receiving (Australian Government subsidised) aged care services. If you want to lodge a complaint about an Australian Government subsidised aged care service, contact the Aged Care Complaints Scheme.
Changes to the Commissioner’s jurisdiction over the Australian Aged Care Quality Agency
As of 1 January 2014, the responsibility for accrediting Australian Government subsidised aged care services moved from Aged Care Standards and Accreditation Agency to the newly established Australian Aged Care Quality Agency (the Quality Agency). Prior to 1 January 2014, the Commissioner was able to examine complaints relating to the conduct of the Aged Care Standards and Accreditation Agency in relation to its responsibilities under the Accreditation Grant Principles 2011 and the conduct of its assessors when conducting a support/assessment visit or audit. The Commissioner is now able to examine complaints relating to the Quality Agency’s process for accrediting aged care services and, from 1 July 2014, conducting the quality review of home care services under the Quality Agency Principles 2013.
New Annual Report
The Aged Care Commissioner 2012-13 Annual Report is now available on our website.
As of 18 September 2013, the Office of the Aged Care Commissioner (the Office) falls under the Social Services portfolio and reports to the Assistant Minister for Social Services. The Office formerly fell under the Health and Ageing portfolio. This website is currently being updated to reflect this change. The change does not affect the functions or operations of the Office.
New powers and reappointment
The Commissioner has new powers that strengthen her independent oversight of the Aged Care Complaints Scheme (the Scheme). She can direct the Scheme to undertake a new resolution process if, following her examination, she finds defects in the Scheme's decision in relation to a complaint. Before finalising that new resolution process, the Scheme is now required to consult the Commissioner and take any further comments she provides into account. Further, the Commissioner can now require the Scheme to provide information and has an explicit power to report to the Minister relation to any matter relevant to her role. These changes took effect on 1 August 2013, through amendments to the Aged Care Act 1997 and the Complaints Principles 2011. For more details please see our fact sheet.
The Commissioner has been reappointed until 4 January 2017.
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