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

  (e)   comply with any requirement made of the approved provider under rules made for the purposes of subsection   21(2) of the * Quality and Safety Commission Act.

  (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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