Michael Forshaw (NSW, Australian Labor Party) Share this | Link to this | Hansard source

But it was a very good interjection. My question is directed to Senator Santoro, the Minister for Ageing. Does the minister recall saying on the 7.30 Report last week that the complaints system is ‘working well’? Does the minister recall saying on Lateline on the same day that the complaints system ‘needs to be finetuned’ and that some complaints ‘fall through the cracks’? Does the minister recall releasing a statement the same day convening an urgent summit on elder abuse in the wake of the reported abuse at the George Vowell centre? Can the minister now indicate what his current position is? Is the complaint system working or do some complaints fall between the cracks? Do we need to have an urgent summit to overhaul the whole system? What is the current position?

Santo Santoro (Queensland, Liberal Party, Minister for Ageing) Share this | Link to 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.

Jan McLucas (Queensland, Australian Labor Party, Shadow Minister for Aged Care, Disabilities and Carers) Share this | Link to this | Hansard source

Are you happy?

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

Senator McLucas interjects, and I know it is not a kosher thing to take interjections, but I will take the interjection of Senator McLucas. No, I am not happy that there was a six per cent unhappiness of respondents in relation to—

Paul Calvert (President) Share this | Link to this | Hansard source

Senator, ignore the interjections and address your remarks through the chair.

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

I am trying to do my best, Mr President. I am trying to talk some sense and understanding particularly into Senator McLucas. Six per cent, I suggest, is not a good result but it is not the worst—

Nick Sherry (Tasmania, Australian Labor Party, Shadow Minister for Banking and Financial Services) Share this | Link to this | Hansard source

Senator Sherry interjecting—

Paul Calvert (President) Share this | Link to this | Hansard source

Order! Senator Sherry!

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

It is not the bad result that Senator McLucas and others are trying to suggest. I can inform the Senate that there has been a review of the complaints resolution scheme undertaken by the complaints ombudsman. I am currently looking at that review and I am in the process of determining whether or not any further action—

Chris Evans (WA, Australian Labor Party, Leader of the Opposition in the Senate) Share this | Link to this | Hansard source

And what did that say? It was highly critical.

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

Well, when I have reviewed it—

John Faulkner (NSW, Australian Labor Party) Share this | Link to this | Hansard source

You need a dozen summits!

Paul Calvert (President) Share this | Link to this | Hansard source

Order! There are too many interjections across the chamber. Come to order.

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

When I have reviewed it—

John Faulkner (NSW, Australian Labor Party) Share this | Link to this | Hansard source

You need a dozen summits!

Paul Calvert (President) Share this | Link to this | Hansard source

Order!

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

After I have reviewed that particular review, I will let the Senate know that—

Kim Carr (Victoria, Australian Labor Party, Shadow Minister for Housing and Urban Development) Share this | Link to this | Hansard source

How about another review?

Opposition Senators:

Opposition senators interjecting—

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

I have inherited a review of the complaints resolution scheme and I am going to look at it. You are just going to have to wait for as long as it takes me to have a look at it and inform the Senate. In relation to the summit—

Opposition Senators:

Opposition senators interjecting—

Paul Calvert (President) Share this | Link to this | Hansard source

Order! Senators to my left—

Honourable Senator:

Honourable senator—So funny!

Paul Calvert (President) Share this | Link to this | Hansard source

I do not think it is funny at all. I think the people out there watching on television today would be absolutely disgusted with the opposition and the way they are carrying on in here today.

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

In relation to the summit, on 14 March I will convene a meeting of the ministerial advisory committee, which is a genuinely representative and authoritative committee made up of representatives of residents, carers, providers and the various institutions that run the aged care system throughout Australia. I have asked the committee to consider providing me with advice as to how we go about resolving some of the issues that have come to the forefront.

Chris Evans (WA, Australian Labor Party, Leader of the Opposition in the Senate) Share this | Link to this | Hansard source

So you are reviewing the review of the summit on the activity?

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

I just do not see how senators opposite can object to me consulting with the people who know the system. I just cannot see how the people opposite can reasonably object to me consulting with the chief stakeholders, including residents and advocates on behalf of residents. If there is something wrong with that, they should send me an email or a memo and explain where, in fact, I am getting it wrong. But I intend to fully consult the aged care community. I assure senators in the chamber that we will do so expeditiously. (Time expired)

Michael Forshaw (NSW, Australian Labor Party) Share this | Link to this | Hansard source

Mr President, I ask a supplementary question. I think I have quite a few but I just do not know how much time I have got. Actually, I think the minister has proved the adage—

Government Senators:

Government senators interjecting—

Paul Calvert (President) Share this | Link to this | Hansard source

Order!

Michael Forshaw (NSW, Australian Labor Party) Share this | Link to this | Hansard source

It is quite clear that Fred Daly was right when he said that the minister’s best position is beside himself. Can the minister confirm that he has postponed his urgent summit on elder abuse? Given the serious nature of this issue and the legitimate concerns in the community over recent reports, why is the minister now delaying his summit for another two weeks? That does not sound to me like it is expeditious. Is this now a non-urgent crisis summit? Is it not vital that the community regains its confidence in the aged care complaints system? What is the minister’s position today on the effectiveness of the aged care system in protecting the elderly?

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

Last Tuesday, when asked that question, I informed the public, including senators opposite interested in this issue, that I would convene a meeting of the aged care ministerial council. Yesterday, on Sunday, through a media release that has been reported in today’s press, I announced that that would be on 14 March—that is, Tuesday week. I have not postponed any meeting. I announced that there will be a meeting and yesterday I announced the date. That meeting will go ahead. Subsequent to that meeting, I will inform the Senate of the outcomes of the committee’s deliberations.