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Opportunity to be Involved in ACQSC Initiative to Improve Complaints Handling for Residents/Clients

The Aged Care Quality and Safety Commission ‘Complaints campaign’ has been initiated to respond to the findings of the Royal Commission into Aged Care. Consumer hesitancy at making a complaint was identified as an issue.  The ACQSC is seeking 12 x RACF residents and 6 x home care (including CHSP) clients to be involved in a 90 minute focus group to discuss their insights.


14 Oct 2021

The requirement of the Royal Commission recommendation is that the ASQSC will improve the handling of complaints about an issue arising in connection with the provision of aged care services, promote open disclosure and better practice in complaint handling and provide transparency to the consumer while respecting requests to maintain confidentiality of the identity of complainants. The ACQSC’s objective is to work with consumers to find ways to make it easier for the consumer to connect with their provider when they have a concern or complaint.

The Complaints campaign aims to find and develop tools and or processes that improve consumer confidence in making a complaint at the provider level. They will improve consumer understanding of feedback and complaints systems within the service:

  • Improve consumer access to these systems.

  • Improve consumer confidence in providing feedback and complaints to service providers and if necessary to the ACQSC.

  • Improve provider capacity to manage feedback and complaints effectively by valuing consumer feedback as a way of proactively improving services.

The ACQSC is seeking assistance from providers to recruit participants for the focus group but will not seek the names of providers – only the names and contact details of residents and clients. ACSA is assisting to facilitate this.

Focus group participants will be asked questions such as their understanding of how to make a complaint or what supports might assist them to enact a complaint process should they wish to.

  1. Resident should have lived in aged care for at least 6 months, or be a recipient of home care for at least 6 months if in a home care group;

  2. They should be able to communicate effectively – Dementia is not a barrier to participation;

  3. They will need to be able to participate for up to 90 minutes;

  4. Residents/clients may need support at the home level to call into the group if it is virtual.

The focus groups can be held in any of the following ways:

  • Virtual in a Mirosoft Teams meeting.

  • At a ACQSC office in any state not in lockdown – assistance will be provided for transport and catering.

     5. The session will be recorded, a transcript will be provided to ACSA and the ACQSC.

     6. If any resident/client issues arise during the sessions, they are to be followed up by ACSA with the  provider and the ACQSC will not be involved.

Focus group times (6 participants in each):

  • Residential Care A: Tuesday 26 October, 2 – 3:30pm AEST

  • Residential Care B: Wednesday 27 October, 2 – 3:30pm AEST

  • Home Care C: Thursday 28 October, 10 – 11:30am AEST

If you are able to assist in identifying residents and clients who might wish to be involved, please provide their name, state/territory; preferred focus group time; if attending person, whether transport is needed; if attending virtually, their email address to Anne Liddell, Acting Senior Manager – Strategic Policy at anne.liddell@acsa.asn.au by COB Friday 22 October 2021.

You may also wish to share the details of the support contact at your organisation who might assist facilitate the participation (noting ACSA will not share these details with the Commission).



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