CHSP Provider Hub

The Aged Care Quality and Safety Commission has released the Sector Performance Report for 1 January to 31 March this year (Quarter 3, 2024–25).

It gives an overview of sector performance and includes data on:

• compliance with the Aged Care Quality Standards
• complaints
• serious incidents
• risk-based monitoring.

Key points for Home Care:

• Compliance with the Quality Standards remains lower than residential care. In Q3, 64% of providers audited fully complied with the Quality Standards. Compliance was lowest for ongoing assessment and planning with people receiving care (Quality Standard 2) and human resources (Quality Standard 7).
• The overall rate of serious incidents reported through SIRS has remained stable. In home services, neglect accounts for more than half (60%) of all incident notifications, followed by stealing or financial coercion by a staff member (23%).
• There was an increase in the number of complaints related to financial matters. Lack of consultation/communication is still the top complaint issue.
• 834,981 people access CHSP.
• Compliance is lowest for ongoing assessment and planning with consumers and recruitment training and support
• 1,147 complaints received - For CHSP - 127 complaints at a rate of 1.5 complaints per 10,000 consumers. Almost half of the complaints were made directly by people receiving care. The most complained about issue is a lack of consultation or communication.

We encourage providers to compare the data from this report with their own performance data to inform continuous improvement. This document includes tools for assessing your own data.

Download the Sector Performance Report (Quarter 3, 2024–25).