Aged Care Quality Standards (Australia)
Standard 2 - The organisation

Aged Care Quality Standards (Australia) ACQS25-2.11: 15-15(11) Transparent complaint handling that feeds improvement

The provider must (a) acknowledge and transparently manage all complaints and feedback, and (b) use complaints and feedback to contribute to the continuous improvement of funded aged care services (see also ss 147 and 165 of the Act).

Maintained by Gerard BlokdykVerified against the published standard Control text last updated

What else in your programme already covers this

This control maps to 6 controls across 3 other frameworks. If you already hold one of them, the evidence you collected for it is the starting point here rather than new work.

Aged Care Act 2024 (Australia) · 2 controls

  • 165.1.abc Section 165(1)(a) to (c): complaints and feedback system and management
  • 166-CF Section 166 and Rules 166-205 to 166-220: complaints and feedback management reports

Aged Care Quality Standards 2019 (repealed edition) · 2 controls

  • 6(3)(c) Requirement 6(3)(c) Appropriate action on complaints and open disclosure when things go wrong
  • 6(3)(d) Requirement 6(3)(d) Feedback and complaints reviewed and used to improve

Australia NDIS Practice Standards and Quality Indicators · 2 controls

  • core-13.3 Complaints: continuous improvement in complaints and feedback management
  • m6-4.1 Complaints management (verification): proportionate, fair complaints system

Every mapping shown was judged rather than inferred from wording similarity, and the ones that failed review are published too. See the coverage reports and what was rejected.

Other controls in Standard 2 - The organisation

Query this from an agent

The graph holds this control, the 6 it maps to, and the evidence behind each claim, over MCP and REST.

MCP endpointAll Aged Care Quality Standards (Australia) controls