Introduction
We have developed this site to aid people in learning about the work of the Office of the Aged Care Commissioner and the complaints process for aged care services subsidised by the Commonwealth Government. The web site also aims to assist people who have queries or concerns about the operations of the Complaints Investigation Scheme (the Scheme) or the Aged Care Standards and Accreditation Agency Ltd (the Agency).
The Aged Care Commissioner is a statutory appointment and the Commissioner is independent from both the Department of Health and Ageing and the Aged Care Standards and Accreditation Agency. The Commissioner's functions are set out in subsection 95A-1 of the Aged Care Act 1997 and Part 6 of the Investigation Principles 2007.
The Commissioner is able to review certain decisions made by the Scheme and to examine complaints about the Scheme's processes for handling matters under the Investigation Principles. The Commissioner may also examine complaints about the conduct of the Agency and the conduct of persons carrying out audits, or making support contacts, under the Accreditation Grant Principles 1999. The Aged Care Act also gives the Commissioner the power to examine particular matters on the Commissioner's own initiative
Our services are free of charge. We investigate complaints from people who complain about the operations of the Scheme or the Agency and we strive to deal with these matters in an impartial, fair and effective way.
People with complaints about the operations of the Scheme or the Agency can contact the office on 1800 500 294 or link to the online complaints form on this website.