Commonwealth Consolidated Acts

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AGED CARE ACT 1997 - SECT 56.4

Complaints resolution mechanisms

             (1)  The approved provider must:

                     (a)  establish a complaints resolution mechanism for the * aged care service; and

                     (b)  use the complaints resolution mechanism to address any complaints made by or on behalf of a person to whom care is provided through the service; and

                     (c)  advise the person of any other mechanisms that are available to address complaints, and provide such assistance as the person requires to use those mechanisms; and

                     (d)  allow * authorised complaints officers to have such access to the service as is specified in the User Rights Principles, for the purpose of those officers investigating and assisting in the resolution of complaints; and

                     (e)  comply with any requirement made of the approved provider under the Complaints Principles.

             (2)  If the * aged care service is a residential care service, the complaints resolution mechanism must be the complaints resolution mechanism provided for in the * resident agreements entered into between the care recipients provided with care through the service and the approved provider (see paragraph 59-1(1)(g)).

             (3)  If the * aged care service is a home care service, the complaints resolution mechanism must be the complaints resolution mechanism provided for in the * home care agreements entered into between the care recipients provided with care through the service and the approved provider (see paragraph 61-1(1)(f)).



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