Commonwealth Consolidated Acts

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Complaints Principles

Management and resolution of complaints and concerns

             (1)  The Complaints Principles may provide a scheme for the management and resolution of complaints and other concerns about * aged care services through which * aged care is provided by approved providers.

Note:          The Complaints Principles are made by the Minister under section 96-1.

             (2)  Without limiting subsection (1), the Complaints Principles may deal with one or more of the following matters:

                     (a)  how complaints and concerns may be received, managed and resolved;

                     (b)  different ways of receiving, managing and resolving different types of complaints and concerns, and complaints and concerns in relation to different * aged care services;

                     (c)  the roles, rights and responsibilities of complainants, approved providers and other participants in the scheme;

                     (d)  considerations relevant to making decisions under the Complaints Principles;

                     (e)  procedures for the review of decisions and processes under the Complaints Principles;

                      (f)  actions that may be taken (including making requirements of an approved provider) to address complaints or concerns;

                     (g)  authorising the provision of information relating to complaints and concerns to the Secretary or to the * CEO of the Quality Agency.

Note:          Part 6.6 also provides for the Complaints Principles to do certain things.

Relationship with other provisions

             (4)  To avoid doubt, this Part and the Complaints Principles do not affect any of the following:

                     (a)  paragraph 56-4(1)(d) (about giving people authorised to investigate complaints access to an * aged care service as specified in the User Rights Principles);

                     (b)  the User Rights Principles;

                     (c)  Part 4.4 (Consequences of non-compliance);

                     (d)  the Sanctions Principles;

                     (e)  the other Parts of this Chapter (except Part 6.6).

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