Aged Care Quality Standards
Standard Six – Feedback and Complaints
Consumer outcome – I feel safe and am encouraged and supported to give feedback and make complaints.
I am engaged in processes to address my feedback and complaints, and appropriate action is taken.
The organisation regularly seeks input and feedback from consumers, carers, the workforce, and others and uses the input and feedback to inform continuous improvements for individual consumers and the whole organisation.
a) Consumer’s, their family, friends, carers, and others are encouraged and supported to provide feedback and make complaints.
b) Consumer’s are made aware of and have access to advocates, language services and other methods for raising and resolving complaints.
c) Appropriate action is taken in response to complaints and an open disclosure process is used when things go wrong.
d) Feedback and complaints are reviewed and used to improve the quality of care and services.
The above is a copy of the Aged Care Quality Standards as found on the Australian Government website, last updated on 12 March 2019.
Please visit the Australian Government website for further information.