Aged Care Complaints Investigation Scheme

The Aged Care Complaints Investigation Scheme, formerly the Aged Care Complaints Resolution Scheme, is a free and independent service run by the Australian Government Department of Health and Ageing. Complaints to the Scheme may be about any aspect of an Australian Government funded aged care service. However, the concern must involve a possible breach of the aged care service's responsibilities under the Aged Care Act 1997 and Principles. People lodging a complaint might include residents of nursing homes or hostels, their families, staff, and people receiving Community Aged Care Packages. The focus of the scheme is on resolving complaints involving the welfare of individual care recipients. Complaints may be made confidentially or anonymously. The service is nationwide, operating through state offices.