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.

Official Standard

Regulatory requirement Aged Care Quality Standards

2.6.1

The provider implements a complaints and feedback management system to receive, record, respond to and report on complaints and feedback.

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

1. Accessible complaint mechanisms

Accessible, prompt and fair channels

The policy includes a process for accessible, prompt and fair channels for older people, supporters and others to give feedback or make complaints.

Verbal, written, digital, confidential

The policy states verbal, written, digital, confidential and anonymous options and access to advocates and language services.

Using channels without reprisal toward

The policy requires training to be done on using channels without reprisal toward the older person.

2. Monitor and report

Quarterly review of uptake

The policy includes a process for quarterly review of uptake of feedback channels and time to acknowledge complaints.

Reporting access barriers and improvements

The policy includes a process for reporting access barriers and improvements to governance.

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