issue a notice of intention to issue directions (NIID) to the approved provider before issuing directions, or go straight to issuing directions where prompt action is warranted. The steps would include, as relevant, completing a NIID Report, reviewing the service provider’s response to NIID and issuing directions where required. Officers will document the new process and its findings in the Detailed Resolution Report (DRR). The Scheme may issue a NIID or direction during an ACC-directed new resolution process without informing the ACC beforehand. However, the Scheme must provide findings to the ACC before finalising the case. Where the service provider has responded to a NIID, the Scheme will provide its draft feedback report to the ACC for comment before finalising the resolution process. directions are issued, the proposed reasons for ending the new resolution process on that basis, need to be provided to the ACC before finalising the case under Section 14 of the Complaints Principles 2014. Extension to the Scheme’s 46 day timeframe for an ACC-directed new resolution process The 46 day timeframe for undertaking a new resolution process may be extended by 28 days in exceptional circumstances or where extending the timeframe is likely to allow the Scheme to achieve better outcomes for the care recipient/s. Important! Delegates must discuss potential extensions with the Aged Care Complaints Branch in National Office. What can the ACC do if dissatisfied with the Scheme’s response to their direction to undertake a new resolution process? The ACC may, at any time, give a written report to the Minister on any matter relating to the ACC’s functions under Section 95A-11A of the Act. This may include reporting to the Minister if the ACC is dissatisfied with the Scheme’s response to a direction from the ACC. Complaints to the Aged Care Commissioner about the Scheme’s process Who can seek a process examination and when must they do so? Part 7 of the Complaints Principles provides for any party to the complaint to seek examination by the ACC of the Scheme’s processes for handling complaints. The Scheme’s processes may also be examined on the ACC’s own initiative, or at the direction of the Minister. Parties to the complaint have 12 months from the date of the completion of the process to lodge their complaint about the Scheme’s process with the ACC. What actions can the ACC take a process complaint application? Within 14 days of receiving a complaint about the Scheme’s process for handling complaints, the ACC must decide whether to examine the complaint. The ACC may
issue a notice of intention to issue directions (NIID) to the approved provider before issuing directions, or go straight to issuing directions where prompt action is warranted. The steps would include, as relevant, completing a NIID Report, reviewing the service provider’s response to NIID and issuing directions where required. Officers will document the new process and its findings in the Detailed Resolution Report (DRR). The Scheme may issue a NIID or direction during an ACC-directed new resolution process without informing the ACC beforehand. However, the Scheme must provide findings to the ACC before finalising the case. Where the service provider has responded to a NIID, the Scheme will provide its draft feedback report to the ACC for comment before finalising the resolution process. directions are issued, the proposed reasons for ending the new resolution process on that basis, need to be provided to the ACC before finalising the case under Section 14 of the Complaints Principles 2014. Extension to the Scheme’s 46 day timeframe for an ACC-directed new resolution process The 46 day timeframe for undertaking a new resolution process may be extended by 28 days in exceptional circumstances or where extending the timeframe is likely to allow the Scheme to achieve better outcomes for the care recipient/s. Important! Delegates must discuss potential extensions with the Aged Care Complaints Branch in National Office. What can the ACC do if dissatisfied with the Scheme’s response to their direction to undertake a new resolution process? The ACC may, at any time, give a written report to the Minister on any matter relating to the ACC’s functions under Section 95A-11A of the Act. This may include reporting to the Minister if the ACC is dissatisfied with the Scheme’s response to a direction from the ACC. Complaints to the Aged Care Commissioner about the Scheme’s process Who can seek a process examination and when must they do so? Part 7 of the Complaints Principles provides for any party to the complaint to seek examination by the ACC of the Scheme’s processes for handling complaints. The Scheme’s processes may also be examined on the ACC’s own initiative, or at the direction of the Minister. Parties to the complaint have 12 months from the date of the completion of the process to lodge their complaint about the Scheme’s process with the ACC. What actions can the ACC take a process complaint application? Within 14 days of receiving a complaint about the Scheme’s process for handling complaints, the ACC must decide whether to examine the complaint. The ACC may
dss_accs_guidelines_-_final_0.docx