Santo Santoro (Queensland, Liberal Party, Minister for Ageing) Share this | Hansard source

The senator opposite heard me correctly in all instances, but I will explain so that he can understand today what he did not understand the other day. Throughout this sad and sorry saga, after the unfortunate incident came to my attention, I have always maintained that I am open to suggestions from residents, from relatives, from providers and from professionals within the aged care industry as to how we can improve the system. I remain as open to suggestions for improvement as I was in the interviews that I did last week.

I can say to the honourable senator opposite that yesterday I was made aware of a survey in relation to the complaints resolution scheme. For the benefit of the senators opposite, what happens is that every time a complaint comes in a survey form is sent out. People respond to that, and 49 per cent of all the people in a 12-month period who submitted complaints to the complaints resolution scheme responded. Of those 49 per cent, only six per cent expressed dissatisfaction with the complaints system.