Complaints timeline
18 Feb 08  |   Print page:Print

Previous complaints schemes have repeatedly failed to protect residents in residential aged care. In 2000, an investigation report uncovered a scathing ombudsman's report into the Complaints Resolution Scheme.

Fast forward to 2006, where glaring examples of failures in the complaints mechanism system have continued to occur. The much publicised incidents of alleged sexual assault, early in 2006, attest to this.

Timeline/snapshot of various complaint schemes:

October 1997

Aged Care Complaints Resolution Scheme was established

28 August 1998

Roger Valentine OAM to head new national Aged Care Complaints Scheme

"Consumers will now have a much better way of making complaints about aged care services because the Scheme has legislative power to resolve problems and make determinations that must be adhered to by aged care providers.
"This is the first time that, under aged care legislation, the rights of residents to have their complaints heard in a formal process have been entrenched. It is a cornerstone of ensuring quality care in our residential system, working together to improve services."

21 October 1998

New Minister for Aged Care appointed: Bronwyn Bishop 21.10.98 to 26.10.01

A series of controversies over standards of care in aged-care homes occurred during her time as Minister.

January, 2000

Riverside Nursing Home scandal exposes the deficiencies:

In January 2000 a number of residents in Riverside Nursing Home sustained chemical burns when given kerosene baths as a cheap alternative to standard treatment of scabies.

25 July 2000

The Commonwealth Ombudsman releases a damning report relating to the way the then Department of Aged Care handled complaints about nursing homes.

25 July 2000

Minister Bronwyn Bishop appoints new Complaints Commissioner, ex-politician, Rob Knowles

26 October 2001

Bronwyn Bishop no longer Aged Care Minister.

26 November 2001

New Minister for Ageing appointed: Kevin Andrews from 26.11.01 to 07.10.03

In 2003, the stories of aged-care scandals and evidence of regulatory failure continued.

7 October 2003

New Minister for Ageing appointed: Julie Bishop from 7.10.03 to 27.1.06

11 March 2004

$7.2 million government commissioned report:
Review of pricing arrangements in residential aged care - Hogan Review

23 June 2004

Senate Inquiry into Aged Care: Failures in care had been a continuing problem during 2004 and 2005. In 2005 a Senate Inquiry into Aged Care pinpointed serious problems in nursing homes, the complaints system and in the accreditatiion process. On the 23 June 2005, the Final Report of the Inquiry was completed, along with the 51 recommendations.

26 January 2006

New Minister for Ageing appointed: Santo Santoro from 26.1.06 to 17.3.07

Senator Santoro introduced spot checks, police checks on employees, compulsory reporting and, hopefully, a workable complaints system.

18 March 2007

New Minister for Ageing appointed: Christopher Pyne from March 2007 to November 2007

Appointed after the previous Minister resigned due to undisclosed share dealings.
3 December 2007

New Minister for Ageing appointed: Justine Elliot from December 2007 to current
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