General Complaints Knowledge

Question 1

What defines an ‘Open’ complaint?

Answer 1

The COMP agrees to any information they have provided the Commission being disclosed to the provider to whom the complaint relates.

Question 2

What defines a ‘Confidential’ complaint?

Answer 2

The COMP requests all or part of their identity and/or the information they have provided not be disclosed to the provider.

Question 3

What defines an ‘Anonymous’ complaint?

Answer 3

A COMP does not disclose their identity to the Commission, or if they do, request details not be recorded.

Question 4

What team within the ACQSC can a complaints officer contact and receive legal advice regarding a complaint?

Answer 4

The Decision Support Team.

Question 5

What is a Commonwealth Record?

Answer 5

Information that is created, sent and received as part of your employment for the Australian Government is a Commonwealth record.

Question 6

What are the five values of the Commission?
I
C
A
R
E

Answer 6

Impartial,
Committed to Service,
Accountable,
Respectful,
Ethical

Question 7

Providers have 260 responsibilities across what 3 main areas?
Q______ of S______
User ______
A___________

Answer 7

Quality of service, user rights, and accountability

Question 8

The Government regulates aged care by describing _______________ in ___, monitoring _________ with responsibilities, not _______ providers if they do not meet their _______________, and acting in the face of ___-__________.

Answer 8

describing responsibilities in law,
monitoring compliance with responsibilities,
not paying providers if they do not meet their responsibilities,
acting in the face of non-compliance

Question 9

What are the five key pillars in the government’s roadmap for reform?
W________
G__________
Residential aged care Q______ and S_____
Residential aged care S_______ and S_____________
H___ C____

Answer 9

Workforce,
governance,
residential aged care quality and safety,
residential aged care services and sustainability,
home care