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Aged Care Complaints

Aged Care Complaints Investigation Scheme Service Charter

The role of the Aged Care Complaints Investigation Scheme is to investigate concerns about any aspects of an Australian Government subsidised aged care service.

You may download this document in PDF or Word format:

CIS Service Charter (PDF 47 KB)

CIS Service Charter (Word 59 KB)

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Our Role

The Aged Care Complaints Investigation Scheme (the Scheme) has been established by the Department of Health and Ageing to investigate concerns about any aspect of an Australian Government subsidised aged care service that should be provided to people receiving care.

Our clients include:

• residents of aged care homes;
• people receiving community aged care packages or flexible care;
• relatives, guardians or representatives of those receiving care; and
• Approved providers and staff who work in aged care services.

You can expect

• a confidential, free and independent service
• professional courteous staff
• a clear explanation of how we operate
• to have concerns investigated, or be told why this can’t occur
• to receive feedback, including advice on the outcomes of a case to the extent possible

We expect that you will

• understand how we operate and ask for an explanation if something is unclear
• advise us of any special need you may have – for example: an interpreter
• treat staff with courtesy and respect
• engage in the process in an open and honest manner
• provide constructive feedback on our performance

What we can't do

We can not deal with matters that do not relate to our legislation, that is the Aged Care Act 1997 and the Aged Care Principles. For example, we can not:

• deal with a complaint about an aged care service that does not receive Australian Government funding;
• say who should make financial, legal or health decisions on behalf of a care recipient;
• comment on industrial matters such as wages or employment conditions; or
• provide legal advice.

However, we may be able to refer matters like these to the appropriate agency.

Feedback about our service

You can provide us with feedback on our performance or procedures at any stage. You will also receive, and be asked to complete, a satisfaction survey when your case has been finalised.

Where to go if you are not happy with our service

Call the Scheme on 1800 550 552 and ask to speak with the manager or contact the Office of the Aged Care Commissioner on 1800 500 294.

How to contact us

By calling 1800 550 552 or by writing to:
The Aged Care Complaints Investigation Scheme
C/-Department of Health and Ageing
GPO Box 9848
- insert your capital city here -

You can also submit an on-line complaint by going to: http://www.health.gov.au/internet/main/publishing.nsf/Content/ageing-complaints-form.htm
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