The definitive guide for Australian providers.

All providers must be registered with the ACQSC and satisfy ongoing conditions of registration. The Act sets out suitability requirements, ongoing obligations, and the consequences of failing to meet registration conditions — including suspension or revocation.

Individuals with management or control of a registered provider must satisfy a suitability test and undergo screening. Providers must notify the ACQSC of changes to responsible persons and ensure ongoing suitability. Failure to screen or notify can result in enforcement action.

All aged care workers must comply with the Code of Conduct, which covers respectful communication, privacy, professional boundaries, and accountability. Providers must ensure workers acknowledge the Code, and investigate and act on any breaches. The ACQSC can issue banning orders for serious misconduct.

Providers must meet all 7 Strengthened Aged Care Quality Standards at all times. These standards cover the individual (dignity, choice, autonomy), the organisation (governance, safety culture, workforce), care and services, the environment, clinical care, food and nutrition, and the residential community. Self-assessment and evidence packs are essential for assessment contacts.

The Serious Incident Response Scheme requires all registered providers to identify, manage, and report serious incidents. Priority 1 incidents must be notified to the ACQSC within 24 hours. Priority 2 incidents must be notified within 30 calendar days. Providers must investigate all incidents and implement corrective actions to prevent recurrence.

The Act requires providers to deal with complaints 'as soon as practicable' (Rule 165-25) and maintain a documented complaints management system. The ACQSC Better Practice Guide recommends acknowledgement within 5 business days and resolution within 30 calendar days as benchmarks. Providers must give feedback to complainants and use complaint data to identify systemic issues and drive quality improvements.

The Act establishes protections for individuals who report suspected breaches of aged care laws. Whistleblowers are protected from adverse action, identity disclosure, and reprisal. Providers must have confidential disclosure channels and policies that support safe reporting without fear of retaliation.

Providers must ensure all workers are screened, qualified, and competent. The Act mandates minimum care minutes of 215 minutes per resident per day (including 44 RN minutes), 24/7 registered nurse availability in residential care, and ongoing training. Workforce compliance is a core condition of registration.

Providers holding refundable accommodation deposits (RADs) must meet strict prudential obligations. These include maintaining adequate liquidity, permitted use of accommodation payments, governance of financial management, and regular reporting. The Act strengthens protections for residents’ accommodation funds.

Providers must enter into written agreements with each person receiving care. Agreements must include mandatory content covering the care and services to be provided, fees and charges, rights and responsibilities, and complaint resolution. Agreements must be provided before or on the day care commences.