Introduction
We have developed this site to aid people in learning about the work of the Office of the Aged Care Commissioner (the Office) and the complaints process for aged care services subsidised by the Commonwealth Government. The website also aims to assist people who have queries or concerns about the operations of the Aged Care Complaints 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 Agency. The Commissioner's functions are set out in subsection 95A-1 of the Aged Care Act 1997 (the Act) and Part 7 of the Complaints Principles 2011.
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 Complaints Principles 2011. 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 or assessment contacts under the Accreditation Grant Principles 2011. The Act also gives the Commissioner the power to examine particular matters on the Commissioner's own initiative.
We strive to deal with these matters in an impartial, fair and effective way. Our services are free of charge.
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.