Independent commissioner to handle aged care complaints
From 1 January 2016 all complaints about Government funded aged care services are handled by the new Aged Care Complaints Commissioner.
Ms Rae Lamb is the new Aged Care Complaints Commissioner
Ms Rae Lamb, supported by a team of 150 people in multiple sites across the country, will be working to resolve complaints and ensure people receiving aged care are well cared for and protected.
“The elderly and their families can have confidence any complaint about aged care services funded by the Australian Government will be treated fairly,” Ms Lamb says.
“It is often best to raise a complaint directly with your service provider, as this can bring quick results. But if you don’t feel comfortable with that, or are unhappy with the result, call us.”
The implementation of the independent organisation separates any complaints people may have about their or their loved one’s care, from the Department of Health who fund and regulate aged care.
An independent complaints system was recommended by both the 2009 Walton Review and the Productivity Commission’s 2011 report, Caring for Older Australians.
Minister for Aged Care, Sussan Ley, says “older Australians have a right to receive quality services and be treated with respect, whether they are in an aged care facility or their own home”.
“This change will strengthen the aged care complaints process, and is now completely separated from the regulation and funding of aged care.”
The Aged Care Complaints Commissioner handles and investigates any complaint relating to a Government subsidised residential or home-based aged care service.
Any person can make a complaint to the new Commissioner, including care recipients, family members, friends, staff, volunteers, or professionals.
Complaints can relate to any aspect of services including care, choice of activities, discrimination, catering, communication or the physical environment.
Contact the Aged Care Complaints Commissioner on 1800 550 552 or through the Aged Care Complaints Commissioner website. The helpline is staffed Monday to Friday from 9am to 5pm (AEDST).
