HACC – complaints management

Under the Community Care Common Standards (CCCS) (external site) support services funded by the Home and Community Care (HACC) Program are required to meet particular standards of quality care. The Standards provide service users (and/or their representatives) with access to complaints and advocacy information and processes that ensure their privacy, confidentiality and right to independence is respected.

Service providers have an obligation to ensure consumer complaints comply with these standards and include opportunities for advocacy and external appeal.

A complaints management policy is in place to give guidance to service providers who are funded by the HACC Program in Western Australia.

Consumers of HACC support services can submit a complaint (Healthy WA) and have it dealt with objectively and without fear of retribution.

Produced by

Purchasing and Contracting Directorate