Aged Care Regulator Publishes Provider Complaint Data
The Aged Care Quality and Safety Commission has released complaints information for individual aged care providers and residential homes for the first time.
Updated on Nov. 3, 2026 in Eldercare
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The Aged Care Quality and Safety Commission published provider-level complaints information for the first time, covering complaints received and resolved between 1 November 2025 and 30 June 2026. Previously, complaint information was released only at the sector level.
Why it matters
The change, introduced under the Aged Care Act 2024 and the Aged Care Rules 2025, is intended to improve transparency and accountability for families choosing aged care for older relatives. The Commission states that complaint numbers alone do not measure the quality or safety of care.
The complaint tables, covering 1 November 2025 to 30 June 2026, appear in Appendix 3 of the 2025-26 annual report on pages 176 to 314. They identify complaint issues, outcomes, time taken to resolve matters and requests for reconsideration.
The players
Aged Care Quality and Safety Commission
The independent Australian regulator responsible for monitoring the quality and safety of aged care services under the Aged Care Act 2024.
The details
The tables list complaints by provider and by residential home, setting out the issues raised, how they were resolved and how long resolution took. Complaints can be made anonymously or by calling the Commission on 1800 951 822.
Timeline
1 November 2025: Start of the complaints period covered by the new tables.
30 June 2026: End of the complaints period covered by the new tables.
3 November 2026: Provider-level complaint data released.
Roadmap
The release implements reporting obligations created under the Aged Care Act 2024 and Aged Care Rules 2025, which replaced earlier sector-wide complaints reporting. It marks a shift from aggregate figures to provider-level transparency in Australia's aged care system.
Families comparing aged care homes can now view complaint issues, outcomes and resolution times for individual providers and residential homes. The Commission notes that a complaint does not necessarily mean a provider has breached its obligations, so the figures should be read in context.
The takeaway
Reviewing provider-level complaint tables alongside other information can help families make a more informed choice of aged care home. Complaint numbers on their own do not measure the quality or safety of care.
Further reading
For more on the care options this data covers, see Eldercare coverage.
Source note: This article includes information reported by Hawkesbury Gazette.
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