Complaints, Feedback and Whistleblowers
Go to Key Resources
Overview
Providers registered in categories 2-6 must have a complaints process as a condition of Registration. This also now includes a requirement to escalate and manage serious issues through a structured whistleblowers policy.
Applies to registration categories: 2–6
Key Resources
Better practice guide to complaints handling in aged care services
This guide supports aged care providers to build a resolution-focused, compliant and blame-free complaints system. It outlines essential skills, procedures and policies to meet Quality Standard Outcome 2.6 and improve how complaints are understood and managed across your service.
Created by: Aged Care Quality and Safety Commission
Updated: 28 July 2025
Managing Whistleblower Disclosures Policy
Explains how the Aged Care Quality and Safety Commission receives, manages and uses information shared with us that qualifies for whistleblower protections under the Act.
Created by: Aged Care Quality and Safety Commission
Updated: 14 October 2025
Whistleblower protections in aged care
This video explains how people who call out issues, including aged care workers, will be protected to make a whistleblower disclosure under the new Aged Care Act.
Created by: Department of Health, Disability and Ageing
Updated: 19 September 2025
Duration: 1 minute
How to make a report
Information about how to make a report.
Created by: Department of Health, Disability and Ageing