The Australian Aged Care Quality Agency is an Australian Government statutory agency established under the Australian Aged Care Quality Agency Act 2013 and subject to the Aged Care Act 1997 and Public Governance, Performance and Accountability Act 1997. Our functions are detailed in the Quality Agency Principles 2013.
- What we do
- Our Structure
- Aged Care Quality Advisory Council (links to page)
- Feedback and complaints
- Statement of Expectation and Statement of Intent
- Memoranda of Understanding (links to page)
- Regulator Performance Framework
We ensure high quality care for people receiving Australian Government-subsidised aged care by fulfilling our key functions:
- accrediting residential aged care services
- conducting quality reviews of aged care services provided in the home and community, including Home Care, Commonwealth Home Support, and National Aboriginal aged care services
- monitoring compliance with the applicable standards
- promoting high quality care and innovation through sector engagement, information and training
- publishing performance information on the quality of care and services, and
- maintaining a register of Quality Surveyors.
We assess these services against Australian standards for quality care and services.
We promote clear expectations for continuous quality improvement in service delivery. We hold providers to account where they are not meeting the expected standards. This includes notifying the Department of Health about services that do not meet the standards.
The Quality Agency is part of the portfolio of the Department of Health. The Minister for Health appoints the Quality Advisory Council who advise the Quality Agency on important matters such as safety and compliance. Working with the Department, the Quality Agency is helping to develop streamlined approaches to quality assessment under a single quality framework, and developing sector support for its implementation.
To promote compliance, transparency, and to inform consumer choice, our website publishes all decisions to accredit, re-accredit or revoke the accreditation of residential aged care homes. Please see our find a report on a home search
From July 2017 the Quality Agency is providing a new consumer interview report with information on how residential aged care residents and their representatives experience the quality of care.
You will find detailed information about the Australian Aged Care Quality Agency’s structure, functions, activities, values and consultation arrangements in our Corporate Publications (links to new page).
The Quality Agency is accredited by the International Society for Quality in Health Care (ISQua) and we participate in their accreditation program.
This is formal recognition that our performance as an accrediting body has been assessed by peer reviewers against international standards and that we meet international best practice requirements. The ISQua reaccreditation surveyors are from other international accrediting bodies.
We have ISQua organisational accreditation until August 2017. It was awarded by ISQua following an independent survey against the ISQua International Standards for Healthcare Accreditation Bodies, 3rd edition.
Our quality surveyor training program is accredited by ISQua until October 2019. It was awarded by ISQua following an independent assessment against the ISQua Surveyor Training Programme Standards, 2nd Edition.
The Australian Aged Care Quality Agency’s branches and state offices deliver valuable accreditation, quality review and support functions to the organisation.
Office of the CEO
The Office of the CEO supports the CEO to ensure that the Quality Agency undertakes its legislative obligations effectively within the framework established by the Australian Government and in consultation with the Advisory Council.
Programs and Education
Programs and Education Branch provides education and engagement functions including promoting better practice, education and training for providers and quality surveyors, and stakeholder engagement.
Programs registers quality surveyors, manages the review and development of policies and procedures supporting the accreditation and quality review program, and provides quality assurance activities including internal reviews and statistical analysis.
Operations Branch is responsible for the accreditation of government-subsidised residential aged care services and the quality review of home care services, which includes community support packages, respite for carers and day therapy centres, as well as flexible care programs for Aboriginal and Torres Strait Island people. The Operations Branch works through Quality Agency offices around Australia to deliver services to providers and the broader community.
Corporate Services and Strategy
Corporate Services and Strategy Branch supports effective corporate governance and ensures business capability. It includes Human Resources, Finance, Information Technology, Communications, Corporate Affairs and Data Analytics.
Read more about our management, accountability and governance structure in the Management and Accountability section of the 2015/16 Annual Report. Also see the section on Corporate Governance in the 2015/16 Annual Report.
In addition to working with the Advisory Council, the Quality Agency works with a range of government, community and industry representatives.
The Quality Agency consults with consumers and provides information to help inform their choice in aged care services. Consumer engagement activities in 2017 include the development of reports for consumers on residential aged care homes.
We regularly consult with providers and peak bodies representing aged care in Australia. We also supply education, training and compliance assistance to providers.
Feedback and complaints
We value people’s opinions about the Quality Agency’s services. For feedback or complaints about our service, please Contact Us.
For complaints about an aged care service or provider, please contact the Aged Care Complaints Commissioner.
At the Quality Agency we are committed to the continuous improvement of our own processes. We use the feedback provided by our stakeholders, as well as complaints information, to guide improvements to our services. For an outline of processes and outcomes regarding our feedback and complaints management, please see the Quality Agency’s Annual Report 2015-16 Complaints and Feedback overview.
The Quality Agency’s vision is for a world-class aged care service driven by empowered consumers who enjoy the best possible quality of life.
As an Australian public service agency, we share the values of the broader public service, including impartiality, commitment to service, accountability, respect and ethical behaviour.
The priorities of safety, quality and informed consumer choice are at the heart of Australian aged care reform.
Statement of Expectation
The Minister for Health issued a Statement of Expectation to the Australian Aged Care Quality Agency in 2016. This articulates the Government's expectations about the Quality Agency’s roles and responsibilities.
Statement of Intent
The Quality Agency’s Statement of Intent outlines how we will meet the Minister's Statement of Expectations. It includes information on our role, responsibilities and relationship with government.
Regulator Performance Framework
The Quality Agency is required to assess and report on its performance under the Australian Government’s Regulator Performance Framework. The Framework measures the performance of regulators and gives businesses and the community confidence that regulators effectively and flexibly manage risk. (See the Government’s Cutting Red Tape website). Read how we measure and report under the framework:
- Our performance measures 2015-16 (PDF).
- Our regulator Performance Self- assessment Report 2015-16 (PDF)