Complaints and feedback management is a mandatory condition of registration under the Aged Care Act 2024, not simply an operational task. This article explains why Complaints and Feedback Management now falls under governing body oversight and what that means in practice.
It covers the governance intelligence that complaints data provide, including volumes, trends, resolution timeframes, recurring issues, external escalations to the Aged Care Quality and Safety Commission, and links to the Statement of Rights and worker conduct. It outlines how this information should feed into risk registers, continuous improvement plans and governing body reporting, alongside incident management and quality indicators.
The article also sets out the connection to strengthened Aged Care Quality Standards Outcome 2.6, Responsible Persons training obligations, and annual review requirements for complaints policies and procedures. A clear checklist of Board priorities is included, covering expectations for assurance, oversight, and due diligence.
Written for governing bodies, executives and quality teams working to meet Aged Care Act, Aged Care Rules and Commission requirements, this resource translates legislative obligations into practical governance actions, supported by Support at Home HQ’s Complaints and Feedback Toolkit.
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