Complaints systems for people with impaired capacity

There has been a shift in the way government delivers services such as aged care and disability services. The models of service now have a stronger rights focus where consumer choice and control are central.

While such reforms are well intentioned and aim to make positive change in people’s lives, they can create unintended consequences for some people with impaired decision-making capacity. Some people may need assistance to fully realise and exercise choice and control in relation to the services they receive. They may also need assistance to make complaints if they are not satisfied with the services they have received.

In light of this, we published a scoping paper—Strengthening voice: A Scoping Paper about complaints management systems for adults with impaired capacity. In it we identified a number of principles that are broadly recognised as good practice in complaints management, discussed the barriers to achieving good practice and explored strategies for strengthening complaints management systems.

We also published a summary of the scoping paper— Strengthening voice: A Summary of the Scoping Paper about complaints management systems for adults with impaired capacity.