2.6b

Complaints and feedback management for individuals

In progress

Outcome Statement

The provider must encourage and support individuals and others to make complaints and give feedback about the provider's delivery of funded aged care services without reprisal. The provider must acknowledge and transparently manage all complaints and feedback and use complaints and feedback to contribute to the continuous improvement of funded aged care services.

Step 1 of 3: Understand

Official Standard
Regulatory requirement Aged Care Quality Standards
2.6.2

The provider encourages and supports individuals, supporters of individuals and others to make complaints and give feedback.

Feedback and Complaints Management Policy What is required in the document:

The Service Provider should:

Each item includes expandable text from Aged Care Quality and Safety Commission guidance.

1. Accessible complaint mechanisms

Implement Feedback Channels

Implement accessible, prompt and fair channels for older people, supporters and others to give feedback or make complaints.

Offer Multiple Formats

Offer verbal, written, digital, confidential and anonymous options; document access to advocates and language services.

Train On Channel Use

Train workers and managers on using channels without reprisal toward the older person.

2. Monitor and report

Review Channel Uptake

Review uptake of feedback channels and time to acknowledge complaints at least quarterly.

Report Access Barriers

Report access barriers and improvements to governance.