Feedback and Complaints in Aged and Home Care
Understanding how to manage complaints and feedback is essential for delivering high-quality aged care and ensuring that individuals and their supporters feel safe, respected and listened to. This Ausmed Training Module explores the role of feedback and complaints in improving the quality of care, provides practical advice for managing complaints in an empathetic and respectful way, outlines your legal responsibilities, and discusses the Independent Complaints Commissioner’s role.
Content
7 Units • 7 Questions
What you'll learn:
Explain the difference between feedback and complaints and understand why both are important.
Know how to respond to complaints calmly, respectfully and according to organisational procedures.
Recognise when and how to escalate a complaint, with an understanding of the Independent Complaints Commissioner’s role.
Who it's for:
All aged care workforce staff, including home care and residential care workers.
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Last updated17 Dec 2025
Published17 Dec 2025
Due for review30 Dec 2027
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