Welcome to the website of the Office of the Aged Care Commissioner. On this website you will find information about what we do and how we do it.
The Aged Care Commissioner’s (the Commissioner’s) primary role is to examine complaints against the:
- Aged Care Complaints Scheme; and
- Australian Aged Care Quality Agency.
Please use the navigation or contact us for further information.
The Commissioner does not directly examine complaints about care or services provided to people receiving (Australian Government subsidised) aged care services. If you have a complaint about an Australian Government subsidised aged care service, contact the Aged Care Complaints Scheme.
If you are a non-English speaking person, we can help through the Translating and Interpreting Service on 131 450.
Independent Aged Care Complaints Changes
From 1 January 2016 Rae Lamb, the current Aged Care Commissioner, will be responsible for the management of complaints about the care and services provided to people receiving Australian Government subsidised aged care.
This arrangement was announced by the Australian Government in the 2015 Budget. It is aimed at increasing the independence of aged care complaints handling by transferring the complaints powers of the Aged Care Complaints Scheme to the existing Aged Care Commissioner.
This will separate complaints handling from the Department’s policy and funding roles. It will also increase the independence of aged care complaints handling as the Commissioner is an independent statutory office holder. She is appointed by the Minister and independent of the Department. Ms Lamb’s title will change to the Aged Care Complaints Commissioner.
Until 1 January 2016, complaints about aged care should still be made to the Scheme (see it’s contact details), rather than the Commissioner, and complaints about the Scheme’s decisions or processes, or the Australian Aged Care Quality Agency’s accreditation and review processes can continue to be made to the Commissioner.
If you would like to make a complaint to the Commissioner further information and contact details can be found at Complaints to the Commissioner.
People with complaints currently lodged with the Commissioner will not be affected by these changes.
A fact sheet on Independent Aged Care Complaints arrangements is available at: www.dss.gov.au/about-the-department/publications-articles/corporate-publications/budget-and-additional-estimates-statements/independent-aged-care-complaints-arrangements.