Report backs independent complaints body
A government-commissioned review of the CIS says the Department should not regulate and investigate aged care.
The aged care Complaints Investigation Scheme (CIS) should be scrapped and replaced by an independent body, according to a government-commissioned review.
The new Aged Care Complaints Commission would report directly to the Minister for Ageing.
The review said it was unusual for a body like the CIS to be based within the Department of Health and Ageing which also regulates aged care services.
A Senate inquiry in 2005 was told about the need for an independent complaints resolution process in aged care but it stopped short of recommending a major change.
“Over the last four years the issue of independence or perception of independence has not receded with the introduction of the CIS; rather the call for an independent complaint body has consolidated,” said the current review.
The industry has welcomed the release of the findings which were finalised in October last year.
The CEO of Aged and Community Care Victoria (ACCV), Gerard Mansour is keen to discuss the recommendations with government, consumers and industry colleagues.
He said any modified complaints system would need to address three core elements.
“The first element is that it needs to have public confidence and any move to give the complaints scheme greater independence would assist that,” Mr Mansour said.
“The second element is that it has to apply tried and tested dispute resolution principles. People need to be referred back to the source of a complaint so it can be resolved at the local level through avenues such as mediation. You should always attempt to solve disputes at a basic level before they escalate.
“The third element is that you have to have some sort of formal investigation process for certain types of complaints. For example, certain types of abuse need formal investigation.”
