A complaint received: what to record and when to refer it
Complaint received: the notification lines the clauses we hold attach to it, the requirements it touches with why each applies, and the evidence to keep. Each line names its clause and the edition we hold; the decision to notify stays with you.
- notification lines
- 1 possible, depending on the answers
- requirements
- 17 mapped across 4 frameworks
- questions it asks
- 6
What the clauses say: the notification lines
| To | By when | Clause | Applies |
|---|---|---|---|
| Aged Care Quality and Safety Commission | priority 1 within 24 hours of becoming aware; priority 2 within 30 days question | Aged Care Act s 165A and Rules 165A-15 to 165A-45 | Aged care, when: Does it allege abuse, neglect or another reportable incident and under the aged care registration |
The questions it asks
6 questions- From whom? (the individual or participant, family, a worker, anonymous)
- Which registration does this change sit under? (aged care and NDIS, aged care only, NDIS only)
- About what? (care, fees, conduct, privacy)
- Does it allege abuse, neglect or another reportable incident?
- Is a linked incident entry recorded?
- Is it a protected or qualifying disclosure?
Each has not sure: a line resting on it stays, as a question.
What your change log usually carries for it
A date, a label of your own (a site, a role, a service, never a person's name), the date you became aware, and often a status or an owner. Paste it as it is: the type column reads words such as “complaint”, “feedback”, “grievance”, “concern raised”, “family complaint” and “complaint received”. The answers go in one cell as key=value pairs.
The requirements it touches, and the evidence to keep
17 rowsAged Care Quality Standards
- ACQS Rules s 15-15(11): Complaints are managed transparently and used for improvement.
evidence to keepImprovement action linked to the complaint. - ACQS Rules s 15-15(9): Workers are supported to complain without reprisal. (when: from worker)
evidence to keepRecord that the worker was protected from detriment. - ACQS Rules s 15-15(10): Individuals and others are encouraged and supported to complain without reprisal.
evidence to keepRecord that the complainant was told how the complaint will be handled, without reprisal.
Aged Care Act 2024
- Aged Care Act s 165(1)(a) to (c): Each complaint is recorded, acknowledged, resolved as soon as practicable with reasons and the external route explained.
evidence to keepComplaints register entry: received, acknowledged, outcome, reasons, days to resolve. - Aged Care Act ss 549 to 551: A discloser identity is protected and they must not be victimised. (when: Is it a protected or qualifying disclosure)
evidence to keepRestricted-access record of the disclosure. - Aged Care Act s 165A and Rules 165A-15 to 165A-45: A complaint that alleges abuse or neglect may describe a reportable incident; your SIRS assessment decides whether it is, and its priority. (when: Does it allege abuse, neglect or another reportable incident and under the aged care registration)
evidence to keepSIRS assessment for the matter the complaint alleges, and the notice or the reason none was given.
NDIS Provider Registration Rules
- Registration Rules ss 73ZBA and 73ZC: A protected disclosure keeps the discloser identity confidential. (when: Is it a protected or qualifying disclosure)
evidence to keepRestricted-access record of the disclosure.
NDIS Complaints Rules
- Complaints Rules s 8(3)(a), (b): Complaints are handled fairly, efficiently and promptly and the issues acted on.
evidence to keepComplaints register entry with actions. - Complaints Rules s 8(3)(c), (d): Complainants are told they can go to the Commissioner and helped to.
evidence to keepRecord that the Commission route was given. - Complaints Rules s 8(5): Complainants are involved and kept informed.
evidence to keepContact log with the complainant. - Complaints Rules s 9: Procedural fairness applies to everyone involved.
evidence to keepRecord of the response sought from anyone complained about. - Complaints Rules s 10(2), (3): Complaint records are kept for 7 years.
evidence to keepRetention date on the complaint record. - Complaints Rules s 12: A complaint alleging a reportable incident is referred or notified as the law requires. (when: Does it allege abuse, neglect or another reportable incident)
evidence to keepReferral record, and the incident entry it opened. - Complaints Rules s 8(4)(a): The complainant and the person affected are not adversely affected because the complaint was made. (when: under the NDIS registration)
evidence to keepNote on the complaint record of the steps taken against adverse treatment. - Complaints Rules s 8(4)(b): Information in the complaint is kept confidential and disclosed only where appropriate. (when: under the NDIS registration)
evidence to keepAccess restriction on the complaint record. - Complaints Rules s 8(6): Where someone else complains, the person with disability affected is kept informed and involved. (when: under the NDIS registration)
evidence to keepContact log with the person affected. - Complaints Rules s 10(4): Complaint data is collected to find and address systemic issues. (when: under the NDIS registration)
evidence to keepComplaint category entered for trend reporting.
Check one changeSee the specimen registerThe one-page sample register