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Service Charter

The Aged Care Commissioner investigates complaints from people who believe they have been unfairly treated by the Aged Care Complaints Scheme (the Scheme) or the Aged Care Accreditation Agency (the Agency).  This Office is also able to review certain decisions made by the Scheme and to conduct own motion investigations in relation to the processes adopted by the Scheme and/or the Agency.

This Charter outlines the standards of service that you can expect from us and the steps to take if those standards are not met.  We know you value and expect a high standard of service and we are committed to providing you with that.

Complaining to the Commissioner

If you ask the Commissioner to review an examinable decision made by the the Scheme this is called an appeal.

The legislation requires you to lodge your appeal with us within 28 days of being notified in writing about the Scheme’s decision, and to give reasons for your request.  You can telephone us and lodge your appeal orally or you can put it in writing.  You can email your appeal to feedback@agedcarecommissioner.net.au, fax us your letter, or write to our postal address. 

If you have a complaint about the investigation process, the Agency and/or its assessors, the legislation requires that these complaints be made within a year of the process or conduct that lead to the complaint. A complaint may be made orally or in writing.

While we do not provide legal advice we can assist you when lodging an appeal or complaint by actively listening, and seeking to understand your requirements and what is important to you.  We will clearly explain our processes and what you need to do.

If you lodge an appeal and a complaint simultaneously we will finalise the appeal before examining the complaint.

Our services are free of charge.

The Service You Can Expect From Us

You will be treated with courtesy and respect and our staff will be helpful and professional in their dealings with you.  Your correspondence will be acknowledged promptly and we will tell you the reasons for any decisions we make. If we are unable to accept your appeal we will advise you in writing and explain the reasons. After accepting your appeal we will examine the Scheme’s decision without delay and keep you advised during the process. 

If your complaint is straightforward and currently being managed by the Scheme or the Agency we will endeavour to act as a conciliator between you, and either recommend changes to fix the problem or act to expedite the process.

If your complaint about the Scheme or the Agency is about something we can and should investigate, we will do so as quickly as possible, acting independently, objectively and without bias.  After assessment, your complaint will be assigned to an officer to conduct the investigation.

If we don't or can't investigate your complaint we will explain why and advise you of any other avenues that may be available to you to resolve your complaint.

We will also provide you with the name of a contact person in our office and keep you informed of the progress of our inquiries at regular intervals.  You are free to contact us at any time to check on the progress of your appeal or complaint.  

Our staff act with integrity and strive to maintain the highest standards of professionalism in their work.  We have a strong commitment to continuous improvement and are accountable for our actions and decisions.  We are committed to being accessible to stakeholders and the wider community, and to managing complaints and appeals in an impartial and fair manner,

The Office is also responsive to Government and attentive to public interest considerations when providing advice to the Minister.

Service Standards

• All telephone calls will be returned promptly.
• An acknowledgement letter will be sent out within 4 days of receiving an appeal or complaint.
• Appeals and complaints will be assessed within 14 days.
• Appeals will be completed within 60 days and a recommendation will be made to the Secretary, Department of Health and Ageing.
• Complaints will be finalised as quickly as possible. You will be advised if the matter is complex and therefore unable to be completed within 141 days.
• Where there is an appeal and a complaint relating to the same matter, the appeal will be finalised before the complaint is begun.
• We will uphold the Australian Public Service Code of Conduct.

How You Can Help Us

• Call us first if you have any questions.
• Let us know if you have any special needs, for example if you require an interpreter or TTY services.
• Provide any documents we request, and respond to draft reports, in a timely manner.
• Tell us as soon as possible if you have made a mistake, or you think we have made a mistake.

Complaints and Feedback

We want to improve our services. This means your views and feedback are very important to us.  We will send you a satisfaction form once your appeal or complaint has been finalised.  You can also telephone, fax or write to us at the addresses below, or contact us through our website at www.agedcarecommissioner.net.au to tell us what you think about our service and our Charter.

If you disagree with us or our processes
Our Charter is about the way we interact with you and not about the outcomes of our examinations or reconsideration decisions made by the Scheme. 

You can make a complaint about our service at any time.  This can be about any aspect of our service or office procedures. 

If you are not satisfied with the way we have handled your original concerns, it would be helpful if you first raise the matter with the staff member who has been dealing with your complaint.  If you are still not satisfied, you can contact the Director of the Office who will have the matter carefully considered.  The feedback you provide will not disadvantage you in the consideration of your complaint or any other dealings you have with the Office.

If you are not happy with the processes adopted by this office you are able to contact the Commonwealth Ombudsman.  The Ombudsman may be contacted by calling 1300 362 072 or, by writing to:

GPO Box 442, CANBERRA ACT 2601.

In our annual report, we will publish data related to our key performance indicators and information about how we have dealt with any complaints we receive concerning our service and decisions.

Contact details

Our Office operates between 9.00am to 5.00pm weekdays, excluding public holidays.

You can call our office on 1800 500 294 (free call). Our fax number is (03) 9663 7369 or you can write to.

The Aged Care Commissioner
Locked Bag 3
Collins Street East VIC 8003

You may email feedback@agedcarecommissioner.net.au; or lodge a complaint online via our website at www.agedcarecommissioner.net.au