CHSP Provider Community of Practice Hub

The Aged Care Quality and Safety Commission has published the Complaints about aged care services - Year in review (2023-2024) Report

This is their second full year report exploring complaints that the Commission receives about aged care services. In this report, attention is drawn to clear patterns and trends in the complaints made about residential care and home services for 2023–24.

The Commission has provided 3 links on their page:

• Complaints about aged care services – Year in review (July 2023-June 2024).
  • Pages 13 to 17 relate to complaints about home services (including CHSP), pages 17 to 21 relate to information for people receiving care, and pages 21 to 27 includes information for aged care providers
  • In 2023-24, the Commission received 4,031 complaints about home care, an increase of of 0.4% and a 7.8% increase in issues
  • QLD had the second highest rate of complaints
  • Concerns about consultation and communication was the number one issue idendified
• Complaints about aged care services – Insights for providers report 2023
• Complaints about aged care home services – Insights for people receiving care (July-December 2023)

These patterns and trends tell the Commission where they need to target our monitoring and assessment of providers – holding them to account for addressing older people's needs and preferences. The details within also allow providers to benchmark themselves across the sector, and to identify opportunities to connect with aged care recipients and their families.

Everyone receiving aged care services has the right to safe, compassionate care. They deserve to be treated with dignity and respect. Providers and their governing bodies are responsible for protecting the rights of people in their care and delivering high-quality services.

If you’re a provider of aged care services, the Commission encourages you to read the report for the latest data, insights and lessons from the sector. Providers should use the report to examine their own performance and identify areas where they need to improve.

The report also covers:  

• information for people receiving care and the importance of sharing your concerns
• information for providers and how to make sure that your complaints management process is meaningful and effective
• the Commission’s complaint handling performance.

They want to empower people receiving care to speak up, offer feedback and raise concerns if something doesn’t seem right. They also want to help providers to understand their obligations to support and manage feedback and complaints.

Complaints about aged care services can be made to the Commission by telephone on 1800 951 822 or by visiting our website. You can also find more information about making a complaint on their website.

Read the full report - Complaints about aged care services – Year in review (July 2023 to June 2024).