Unresolved Complaints will lead to Unannounced Visits

Working with providers to prevent sanctions is the most productive way to maintain compliance. Director and Principal consultant Peter Vincent says that too many providers are not seeing the warning signs and responding appropriately to prevent non-compliance.

“The single biggest cause of unannounced visits is from unresolved complaints that escalate to the ACCC Peter says. Providers are not managing complaints appropriately in many instances and are not moving quickly enough to work with residents and relatives to resolve issues.”

Providers must track complaints that are being received at facility level and have the governance systems in place to provide resources and support to facility staff.

ACMA have been engaged  on many occasions to work to resolve complaints before they escalate tot he ACCC

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