Katy Gallagher (ACT, Australian Labor Party, Minister for the Public Service) Share this | Hansard source

Under Support at Home you'll only pay for the services you receive, under the new system. I think that's the first thing to say. In relation to the complaints, I'm advised that the aged-care rules will outline a requirement for any complaint or feedback to be acknowledged within three days of receipt and for the commission to keep complainants and other relevant parties updated on a regular basis throughout the complaint resolution process. The rules would also provide specific guidance on reviews by the Office of the Complaints Commissioner, noting that this is to include specific timeframes for reconsiderations and reviews as well as specifying the decision-maker for a decision or a review or reconsideration of a decision to be providing that advice. I think there are some significant changes under the new arrangements that would apply, although it is difficult to talk about individual circumstances. I think those, in a general sense, would be the main changes.