Complaints
Acknowledge in 5. Resolve in 30. Track every interaction.
The Act requires providers to acknowledge complaints within 5 business days and resolve them within 30. Statura Care's Complaints module structures the entire lifecycle — from receipt through investigation and resolution — with built-in deadline tracking, escalation pathways, and monitoring to ensure complainants don't suffer adverse action.
The Challenge
Complaints are a leading indicator of care quality. But managing them well requires tracking statutory timeframes, documenting every communication, identifying systemic issues, and ensuring complainants aren't treated badly for speaking up. Without a structured system, complaints fall through the cracks — and the ACQSC notices.
Key Capabilities
What the Complaints module does.
Complaints Register
Track every complaint from receipt to resolution with auto-generated complaint numbers. Classify across 14 categories (care quality, staff conduct, communication, fees, food, environment, medication, personal care, privacy, rights, safety, access, discharge, and other) with severity grading.
Statutory Deadline Tracking
The system auto-calculates the 5-business-day acknowledgment deadline and 30-business-day resolution deadline from receipt. Escalating alerts ensure you never miss a statutory timeframe.
Communication Log
Document every interaction with the complainant — phone, email, in-person, letter. A chronological record of all communications demonstrates your commitment to resolution.
Escalation Management
Track internal escalations (to management) and external escalations (to the Commissioner) with reference numbers. Some complaints may need to be escalated to the SIRS or Whistleblower modules.
Adverse Action Monitoring
After a complaint is lodged, monitor the care recipient for adverse action — ensuring they don't experience negative treatment as a result of complaining. Document monitoring activities and outcomes.
Trend Analysis
Analyse complaint trends by category, service area, resolution time, and escalation rate. Identify systemic issues before they become regulatory findings.
Regulatory Requirements
What the law requires.
The Aged Care Act 2024 (ss196–201) sets specific obligations that this module helps you meet systematically.
5-Day Acknowledgment
Complaints must be acknowledged within 5 business days of receipt.
30-Day Resolution
Complaints must be resolved within 30 business days (extendable with documented reason).
No Adverse Action
Complainants must not suffer adverse treatment as a result of making a complaint.
Governing Body Reporting
Complaint trends must be reported to the governing body regularly.
Works With
Better together.
When modules work together, intelligence compounds. Complaints integrates with these modules for a complete compliance picture.
See Complaints in action.
Start your 14-day free trial and explore the Complaints module with sample data — no credit card required.
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