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
2.6.3

Individuals are empowered to access advocates, language services and other ways of raising and resolving complaints and 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. Support to raise complaints

Document Support Pathways

Document how older people can access advocates, language services and other supports when raising or resolving complaints.

Train On Support Offers

Train workers to offer these supports when communication or capacity barriers exist.

Record Support Use

Record when supports were offered and used in complaint files.

2. Monitor and report

Review Complaints Quarterly

Review complaint and feedback registers and supporter involvement at least quarterly.

Report Themes To Governance

Report themes to governance.