FORMER Aged Care Commissioner Rae Lamb has taken the reins as head of the government's new independent complaints system, launched on January 1.
Ms Lamb will take on the role of Aged Care Complaints Commissioner, and all complaints will be brought directly to her office under changes announced in last year's budget.
Previously, people who could not resolve complaints with their providers complained first to the Aged Care Complains Scheme, which was operated by the Department of Health and Ageing.
This raised concerns about transparency, as the department also dealt with regulation and accreditation.
People who were unhappy with the scheme's decision could take it to the Commissioner.
The new process aims to separate the complaints process from the Department of Health's regulatory roles.
"As the Aged Care Complaints Commissioner I will be responsible for resolving concerns about aged care services funded by the Australian Government, including services provided in the home," Ms Lamb said.
"My team and I will also have a role in educating people and aged care service providers about the best way to address complaints and ensuring that the lessons from complaints improve care."
Anyone can lodge a complaint with the Commissioner, which will be resolved using approaches ranging from conciliation and mediation to investigation.
Phone 1800-550-552,
www.agedcarecomplaints.gov.au
