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
2.6.6

The provider regularly reviews and improves the effectiveness of the complaints management system.

Document requirements What is required in the document:

The Service Provider should:

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

1. Process review and improvement

Review Complaints Process

Review the complaints management process at least annually for accessibility, fairness, timeliness and learning from outcomes.

Act On Consumer Evidence

Act on evidence that older people feel heard and complaints close appropriately.

Document Process Improvements

Document process improvements and report to governance.

2. Monitor and report

Track Review Actions

Track whether review actions reduced repeat complaint themes.

Report Effectiveness To Governance

Report effectiveness to governance.