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MEGA MENU

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CHANGING AGED CARE FOR THE BETTER


LEARN HOW WE WILL DELIVER ON OUR COMMITMENT TO SAFEGUARD AND PROTECT OLDER
PEOPLE.

Find out more


CHANGING AGED CARE FOR THE BETTER


LEARN HOW WE WILL DELIVER ON OUR COMMITMENT TO SAFEGUARD AND PROTECT OLDER
PEOPLE.

Find out more
Listen



AS THE NATIONAL REGULATOR OF AGED CARE SERVICES, WE PROTECT THE HEALTH, SAFETY
AND WELLBEING OF OLDER PEOPLE.


FOR OLDER AUSTRALIANS

Support for people receiving aged care, their families and carers.


FOR WORKERS

Guidance and support for workers in delivering safe, quality aged care.


FOR PROVIDERS

Provider obligations and responsibilities in delivering safe, quality care.


FIND A REPORT ABOUT AN AGED CARE SERVICE.

Search for performance information about individual aged care services. This
includes information on assessment activities, accreditation decisions and other
historical information.

Find a report


LATEST UPDATES


NOVEMBER WEBINAR ON WORKFORCE RESPONSIBILITIES

Join us for our November webinar hosted by Commissioner Janet Anderson PSM, to
discuss providers’ workforce responsibilities with a particular focus on care
minutes responsibilities. 


REGULATORY BULLETIN ON WORKFORCE RESPONSIBILITIES

Read our updated Regulatory Bulletin on 24/7 registered nurse coverage and
mandatory care minutes.


NEW STRENGTHENED QUALITY STANDARDS GUIDANCE TOOL

This draft guidance tool is intended to support providers to comply with the
strengthened Quality Standards.


HOW TO RAISE A CONCERN OR COMPLAINT.

It's okay to raise a concern or make a complaint about aged care.

Making a complaint can improve the quality of care and help other people with
the same problem. You can make a confidential or anonymous complaint if you
wish.

Make a complaint


COMPLAINTS ABOUT AGED CARE SERVICES LAST MONTH

846
New complaints received last month
1,244
Open complaints being worked on
928
Complaints closed last month*

*some complaints closed may have been
received in previous months

96%
Enquiries finalised within 7 days
78%
Complaints finalised within 60 days
69%
Customer survey responses with rating of satisfied or higher
78%
Complaints finalised with a positive outcome for complainant


TRUST IS BUILT IN DROPS AND LOST IN BUCKETS – WHY OPEN DISCLOSURE MATTERS

Open disclosure provides a meaningful opportunity for providers and workers to
partner with older people to remedy situations when things go wrong. More than
that, it can help to restore trust and confidence in service delivery and can
prevent recurrence.


LATEST REPORTS


SECTOR PERFORMANCE

The Commission’s latest Aged Care Sector Performance Report (Quarter 4: April –
June 2024) provides comprehensive sector-wide performance data. This report
includes outcomes from residential care site audits, quality reviews of home
services, complaints received, notifications to the Serious Incident Response
Scheme, and a summary of results from the Quality Indicator Program.


SIRS INSIGHTS REPORTS

Information to help providers compare reporting habits and arrangements with
sector averages.


COMPLAINTS ABOUT AGED CARE SERVICES

Read our new report which provides information, insights and data on complaints
received about aged care services in 2023-2024.


OUR FOOD, NUTRITION AND DINING HOTLINE IS OPEN 9AM–5PM, MONDAY TO FRIDAY

Call the Hotline on 1800 844 044
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Acknowledgement of Country

In the spirit of reconciliation, the Aged Care Quality and Safety Commission
acknowledges the Traditional Custodians of Country throughout Australia and
their connections to land, water and community. We pay our respect to their
Elders, past, present and emerging and extend that respect to all Aboriginal and
Torres Strait Islander peoples. 

Subscribe to the Quality Bulletin
and Compliance Management Insights

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COMPLAINTS ABOUT AGED CARE SERVICES LAST MONTH

846
New complaints received last month
1,244
Open complaints being worked on
928
Complaints closed last month*

*some complaints closed may have been
received in previous months

96%
Enquiries finalised within 7 days
78%
Complaints finalised within 60 days
69%
Customer survey responses with rating of satisfied or higher
78%
Complaints finalised with a positive outcome for complainant
Complaints1800 951 822
Food Hotline1800 844 044
Make a complaint
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 * About us
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For providers
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Quality Standards
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Workforce responsibilities
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   minutes

Provider governance
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Governing for Reform in Aged Care Program
 * Program overview
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Serious Incident Response Scheme
 * An introduction to the SIRS
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Incident Management Systems
 * About Incident Management Systems
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Reportable incidents
 * About reportable incidents
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Support tool
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Home services incident selection
 * Inappropriate use of a restrictive practice
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Residential services incident selection
 * Neglect
 * Psychological or emotional abuse
 * Stealing or financial coercion by a staff member
 * Unexpected death
 * Unexplained absence from care
 * Unlawful sexual contact or inappropriate sexual conduct
 * Unreasonable use of force

Financial & Prudential Standards
 * About the Financial & Prudential Standards
 * Financial viability support for aged care providers
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Clinical governance
 * Antimicrobial stewardship
 * About clinical governance
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Antimicrobial stewardship
 * Antimicrobial Stewardship Resources

Infection, prevention & control
 * IPC resource collection
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 * Partnerships in care

Dealing with infectious outbreaks
 * Examples of innovation
 * Visitor access
 * Visitor restrictions
 * Visiting essentials

Inappropriate use of restrictive practices
 * The power of words & insight: caring for people living with dementia

Food, nutrition & dining
 * Residential aged care food services discussion paper
 * Why meals matter
 * Food, nutrition & dining resources for providers
 * Menu and Mealtime Review Program
 * Targeted Assessment Contacts program
 * Food for thought - positive stories

Food, nutrition & dining resources for providers
 * Residential aged care food services discussion paper

Residential aged care food services discussion paper
 * Food, nutrition & dining resources

Food for thought - positive stories
 * Improving mealtimes for people in aged care: The role of occupational therapy
 * Addressing malnutrition in older people: a vital focus for quality care
 * Nourishing connections: The vital role of social dining in aged care
 * Cultural considerations in Food, Nutrition and Dining
 * Thickened fluids: Supporting choice, nutrition, hydration and safety
 * Keep your fluids up!
 * Celebrating successes in engaging people to improve food, nutrition and
   dining
 * Celebrating with food
 * Dementia, eating and nutrition 
 * Food for thought – Be proactive with protein
 * Food for thought – Supporting people living with dementia to eat and drink
   well 
 * Food for thought – Using technology to improve the dining experience
 * Improving aged care with speech pathology: Why it matters and how it helps
 * The Happy Hour Trolley
 * A voice and a choice: Enhancing resident food and dining experiences
 * Dining experience - hot toast and fresh coffee
 * Dining with dignity - texture modified meals
 * Consumer voice - Improving food, dining, nutrition through resolving
   complaints
 * Meals that evoke residents' memories

Approval & accreditation
 * Accreditation & re-accreditation
 * Becoming an approved aged care provider
 * Notifying us of certain matters
 * Revocation of Approved Provider Status
 * Accreditation of commencing services
 * Re-accreditation of residential service
 * Accreditation fees

Becoming an approved aged care provider
 * About approved aged care providers
 * How to apply
 * Completing the application form
 * Application fees
 * Our 4-stage approval process

Notifying us of certain matters
 * Notification form guide
 * Changes that materially affect suitability (organisational changes)
 * Key personnel changes
 * Third party arrangement changes

Accreditation fees
 * Cost recovery for accreditation

Assessment & monitoring
 * Assessment process
 * Quality reviews
 * Quality indicators
 * Review audits
 * Site audits
 * Star ratings
 * Review requests
 * Continuous improvement
 * Self-assessment

Non-compliance
 * Find a report
 * Banning orders
 * Non-compliance decisions
 * Enforceable undertakings
 * Complaints directions

Banning orders
 * Aged Care Register of banning orders

Non-compliance decisions
 * Non-Compliance Decision Log archives

Education & training
 * Online learning
 * Workshops
 * Resources

Online learning
 * Online learning - Registration for providers

Workshops
 * Effective Incident Management Systems
 * Strengthened Quality Standards in Practice
 * Monitoring performance
 * SIRS in home & residential services
 * Quality & safety in home services: 5 key areas of risk
 * Understanding the Quality Standards
 * Workshop terms and conditions

News & publications
 * Latest news
 * Media releases
 * Reports
 * Quality Bulletin
 * Compliance Management Insights
 * Regulatory Bulletins
 * Letters from the Commissioner
 * Clinical alerts and advice
 * Order resources
 * Resource library

Reports
 * Sector performance
 * SIRS Insights reports
 * Enriching life through care
 * Complaints about aged care services report

Quality Bulletin
 * Aged Care Quality Bulletin #70 - October 2024
 * Aged Care Quality Bulletin #69 - September 2024
 * Aged Care Quality Bulletin #68 -August 2024
 * Aged Care Quality Bulletin #67 - July 2024
 * Aged Care Quality Bulletin #66 - June 2024
 * Aged Care Quality Bulletin #65 - May 2024
 * Aged Care Quality Bulletin #64 - April 2024
 * Aged Care Quality Bulletin #63 - March 2024
 * Aged Care Quality Bulletin #62 - February 2024
 * Aged Care Quality Bulletin #61 - January 2024
 * Aged Care Quality Bulletin #60 - December 2023
 * Aged Care Quality Bulletin #59 - November 2023
 * Aged Care Quality Bulletin #58 - October 2023
 * Aged Care Quality Bulletin #57 - September 2023
 * Aged Care Quality Bulletin #56 - August 2023
 * Aged Care Quality Bulletin #55 - July 2023
 * Aged Care Quality Bulletin #54 - June 2023
 * Aged Care Quality Bulletin #53 - May 2023
 * Aged Care Quality Bulletin #52 - April 2023
 * Aged Care Quality Bulletin #51 - March 2023
 * Aged Care Quality Bulletin #50 - February 2023
 * Aged Care Quality Bulletin #49 – January 2023
 * 2022
 * 2021
 * 2020
 * 2019

Compliance Management Insights
 * Compliance Management Insights – November 2024
 * Compliance Management Insights – October 2024
 * Compliance Management Insights – August 2024
 * Compliance Management Insights - July 2024
 * Compliance Management Insights - June 2024
 * Compliance Management Insights - May 2024
 * Compliance Management Insights - April 2024
 * Compliance Management Insights - March 2024
 * Compliance Management Insights - February 2024
 * Compliance Management Insights - January 2024
 * Financial and Prudential Regulatory Insights – December 2023
 * Financial and Prudential Regulatory Insights – November 2023
 * Financial and Prudential Regulatory Insights – October 2023
 * Financial and Prudential Regulatory Insights – September 2023
 * Financial and Prudential Regulatory Insights – August 2023
 * Financial and Prudential Regulatory Insights – July 2023
 * Financial and Prudential Regulatory Insights – June 2023
 * Financial and Prudential Regulatory Insights – May 2023
 * Financial and Prudential Regulatory Insights – April 2023
 * Financial and Prudential Regulatory Insights – March 2023
 * Financial and Prudential Regulatory Insights – February 2023
 * Financial and Prudential Regulatory Insights – January 2023
 * Financial and Prudential Regulatory Insights – December 2022
 * Financial and Prudential Regulatory Insights – November 2022

Clinical alerts and advice
 * New report finds older Australians given more antimicrobials than wider
   community
 * Impact of COVID-19 subvariants
 * Summer clinical alert: Caring for older people in hot weather
 * Transcribing & dispensing errors
 * Hot water scalding
 * Warfarin shortage
 * Preventing equipment failures
 * Keeping residents safe this summer
 * Ensuring first aid capabilities to manage choking risk in residential aged
   care
 * Incontinence associated dermatitis & pressure injury
 * Behaviour support plans
 * Heaters & burns

Get involved
 * Consultation & Engagement Hub
 * Commission webinars
 * Commission conferences
 * Volunteers in Aged Care

Consultation & Engagement Hub
 * Standards Guidance Consultation

Commission conferences
 * National Aged Care Provider Conference 2024
 * National Aged Care Provider Conference 2023

Contact us
 * Media requests
 * Complaints & concerns
 * Feedback about the Commission
 * General queries & media requests
 * Access to information
 * Translation services & accessibility
 * Request a speaker or representative
 * Report fraud

Complaints & concerns
 * The complaints process
 * What to do if you have a complaint
 * Good complaints practice
 * How we deal with complaints
 * Reviews and complaints about us