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To complain about
a nursing home or
aged care service- Aged Care Complaints Investigation Scheme (CIS)
A new Aged Care Complaints Investigation Scheme (CIS) replaced the former Aged Care Complaints Resolution Scheme from 1 May 2007.
- The Aged Care Act 1997 sets out the responsibilities of approved providers who receive Australian Government funding to provide care and services to care recipients. The CIS can investigate information or complaints about cases where an approved provider is not meeting their responsibilities under the Act.
The information or complaint may be about any aspect of an Australian Government subsidised aged care service that should be provided or made available to people receiving care. This may include care, catering, financial matters, hygiene, security, activities, choice, comfort and safety.
The new scheme aims to provide a greater capacity for the Department of Health and Ageing to investigate concerns raised and take action. It also aims to provide greater flexibility in dealing with complaints and to resolve issues more quickly, make it easier for issues to be dealt with, and provide greater feedback to all parties about the progress of the complaint and the outcomes.
- Department of Health and Ageing
- GPO Box 9848 in your capital city
- ACT address is MDP 42 GPO Box 9848 Canberra 2601
Phone - Freecall™ 1800 550 552 (national complaints line)
Fax - (02) 6289 1330
Switchboard (02) 6289 1555 - GPO Box 9848 in your capital city
- Link to further information about the CIS
Link to the CIS' online complaint lodgment form - Useful information
- Complaints handling kit (a variety of documents produced to help
aged care services improve their complaint handling) here - Your rights (residential care services)
- Info sheet on the new scheme
- Get multi-lingual brochures
- Fact sheet - Aged care: Making a complaint to management
- Link to Aged Care Act 1997 and Principles made under that Act.
- Code of Ethics and Guide to Ethical Conduct
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- You may also complain to the Health Services Complaints body in your state or territory.
- An Office of the Commissioner for Complaints has been set up to oversight the operation of the Aged Care Complaints Resolution Scheme. More information
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- You may also complain to the Health Services Complaints body in your state or territory.
How to complain
By phone (see tollfree number above), in writing, in
person to a complaints resolution officer.