Karen — Complaints & Incidents

Hi, I'm Karen

Your Complaints & Incidents Knowledge Assistant. Ask me about complaint handling, incident reporting, SIRS obligations, ACQSC notifications, or how to document a complaint or incident.

Press Enter to send · Shift+Enter for new line

To (recipient)

Re / Subject (optional)

Document type (optional)

📋 Original — paste notes, dot points, a draft, or upload a file

📂

Click to upload or drag & drop

PDF, Word (.docx), TXT, RTF supported

✅ Rewritten — professional, Sensible Care-standard language

Karen Reference

Complaints & Incidents Guide

📋 Complaints ▼

Standard 2, Outcome 2.6 — Aged Care Act 2024

Complaint Stages

Received ▼

Complaint received via phone, email, in-person, or online form. First contact must acknowledge receipt.

Log complaint in system immediately
Record complainant details and nature of complaint
Assign complaint ID and responsible officer
Send acknowledgement within 2 business days

Under Investigation ▼

Complaint is being actively reviewed and investigated by the responsible officer.

Gather relevant records, notes, and evidence
Speak with involved staff and/or participants
Document all investigation steps
Keep complainant updated on progress

Awaiting Response ▼

Investigation complete; outcome letter drafted and awaits approval.

Draft outcome letter with findings and actions taken
Have letter reviewed by manager
Prepare any remedial actions required

Resolved ▼

Outcome communicated; all actions completed; complaint formally closed.

Send outcome letter to complainant
Record resolution and close date in system
File documentation per retention policy

Escalated / External ▼

Complaint escalated to ACQSC, NDIS Commission, Ombudsman, or senior leadership.

Notify relevant external body as required
Engage senior management or legal if needed
Continue to document all actions taken
Inform complainant of external avenues available

Complaint Timeframes

Acknowledgement

Within 2 business days of receiving the complaint.

Resolution Target

Within 10 business days at Care Manager level. If unresolved, escalate to Clinical Care Manager.

Extended Resolution

If more time is needed, inform the complainant. Maximum target: 30 calendar days.

Monthly Review

Open complaints roll to the following month's register, reviewed at the monthly Risk & Incident Management meeting.

🚨 Incidents ▼

Incident Severity Levels

Level 1 — Minor ▼

Low-risk incident with no significant harm. Managed at service level.

Log within 24 hours
No external notification required
Document actions taken and preventive measures

Level 2 — Moderate ▼

Incident with moderate impact. Requires management review and possible notification.

Log immediately and notify manager
Review care plan and risk assessment
Consider if external notification is required

Level 3 — Critical / Reportable ▼

Serious incident or reportable assault. Mandatory external notification required.

Notify manager and senior leadership immediately
Report to ACQSC within 24 hours (aged care) or NDIS Commission (NDIS)
Preserve all records and evidence
Initiate full internal investigation
Notify participant and/or family as appropriate

⏱ Reporting Timeframes

Care Worker → vWorker App

Log ALL incidents within 24 hours. For serious incidents, call the office on 1800 121 000 immediately — do not wait to complete the form.

Sensible Care → ACQSC (Priority 1)

Notify ACQSC within 24 hours of becoming aware.

📞 1800 081 549 | sirs@agedcarequality.gov.au

Sensible Care → ACQSC (Priority 2)

Notify ACQSC within 30 calendar days of becoming aware.

Police Reporting

Report to police within 24 hours if a criminal offence is suspected or there is ongoing danger to a participant.

🚨 SIRS — What Must Be Reported

⚡ Priority 1 — Report within 24 hrs

Unlawful sexual contact or inappropriate sexual conduct
Unexpected death of a participant
Unexplained absence — reasonable grounds to contact police
Incident causing/likely to cause physical or psychological injury

⏳ Priority 2 — Report within 30 days

Unreasonable use of force
Psychological or emotional abuse
Neglect of a participant
Stealing or financial coercion by staff
Inappropriate use of restrictive practices
Unexplained absence (no grounds for police)

Records Retention

All incident records must be retained for 7 years from the date of identification.

🔗 External Bodies ▼

ACQSC — Aged Care Quality & Safety Commission

Complaints, SIRS reporting & quality standards for aged care services.

📞 1800 951 822 (complaints) | 1800 081 549 (SIRS)

Lodge a complaint →

OPAN — Aged Care Advocacy

Free, independent, confidential advocacy support for participants.

📞 1800 700 600 (Aged Care Advocacy Line)

opan.org.au →

NDIS Commission

Complaints & reportable incidents under NDIS supports.

📞 1800 035 544

ndiscommission.gov.au →

Commonwealth Ombudsman

For complaints about aged care decisions & appeals.

ombudsman.gov.au →

Translation & Advocacy

TIS National: 13 14 50
Aboriginal Interpreter Service: 1800 334 944