Complaints, Feedback and Whistleblowers
Categories 1-6
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Overview
All providers 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.
Key Resources
Complaints & whistleblower protections stakeholder toolkit
This toolkit provides information and materials to help aged care providers communicate with older people, their families and carers and workers about their rights when making a complaint or whistleblower disclosure.
Created by: Department of Health, Disability and Ageing
Complaints & whistleblower protections stakeholder toolkit | Additional resources
These additional resources support providers in using the toolkit.
Created by: Eastern Sector Development Team
Whistleblower Protections: Similarities & differences across key instruments (Victoria)
A comparison of whistleblower protections across key Victorian and Australian laws relevant to aged care.
Created by: Eastern Sector Development Team
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
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
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
Duration: 1 minute
How to make a whistleblower’s report
Information about how to make a whistleblower’s report.
Created by: Department of Health, Disability and Ageing
You Might Be Interested In
The Whistleblower section of our Aged Care Act Communications Toolkit
Pages 122-44