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

I can confirm that a person has made a complaint about the care received by her late father at Rosanna Views Residential Aged Care Facility. Given that the issues raised in the complaint relate to the private affairs of a person, I believe that it would be inappropriate to comment further on this particular case, except to say that the complaint has been considered by a complaints resolution committee of the Aged Care Complaints Resolution Scheme and a determination report setting out its funding has been provided to the complainant and the home for their consideration.

The care and safety of residents of aged care homes remain our highest priority. In this regard, I have announced the introduction of more robust arrangements for dealing with complaints. I think it is appropriate to remind the Senate that the new arrangements will replace the current aged care complaints resolution system with an Office of Aged Care Quality and Compliance within the Department of Health and Ageing. It will have the power to investigate all complaints and information; have structured intake and prioritising of all contacts by high-level, specifically train staff; have powers to determine whether a breach of the approved provider’s responsibility has occurred and, where a breach is identified, take appropriate action to remedy the breach; have the capacity to issue notices of required action to providers who have breached their responsibilities, to take compliance action where the provider fails to remedy the issue and, also, to provide feedback to the complainant on the outcome.

I can also again remind the Senate that the Australian government will establish a new aged care commissioner who will provide an independent review mechanism. The commissioner will have wide-ranging scope to hear complaints about action taken by the Office of Aged Care Quality and Compliance in dealing with complaints about care—