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Your Service Compliance Rating: A Quick Guide for Residential Aged Care Providers

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Since July 2020, aged care providers have been awarded a Service Compliance Rating that measures their compliance with quality and safety obligations. Here’s what you need to know about this rating.

 

What is a “Service Compliance Rating”?

The “Service Compliance Rating” is a one-dot to four-dot rating which shows if an aged care provider has complied with its quality and safety responsibilities.

The table below explains each of the ratings.

 

Rating Description of rating Reason for rating
●○○○ Inadequate The provider has not complied with their obligations, and this has led to enforceable regulatory action such as a sanction or a notice to agree
●●○○ Significant improvements needed The provider has not complied with their obligations, and this has led to enforceable regulatory action such as a non-compliance notice
●●●○ Some improvements needed Some areas for improvement have been identified
●●●●
Meets requirements No areas for improvement have been identified

 

Where can I find my Service Compliance Rating?

You can find your Service Compliance Rating by using the Find a Provider tool on the My Aged Care website.

When you search for your aged care facility you will see your rating in the search results. Further details about your compliance history and past ratings can be found by clicking on your profile.

 

How does the Regulator decide on a Service Compliance Rating for a particular provider?

Your rating is based on the outcomes of compliance activity, such as quality assessments conducted by the Aged Care Quality and Safety Commission (ACQSC) and whether you are meeting your obligations to provide safe, quality care and services to aged care consumers.

A failure to comply with your quality and safety obligations as an aged care provider and where this has led to enforceable regulatory action, will result in a lower rating.

 

What if I disagree with my Service Compliance Rating?

There does not currently appear to be a process for challenging your rating. If you disagree or notice an error with your rating you should contact the ACQSC at aged.care.compliance@agedcarequality.gov.au.

 

How can I improve my Service Compliance Rating?

You can improve your rating by addressing any areas of non-compliance to ensure that your responsibilities as a provider are met.

Once the ACQSC is convinced that you have done this, your rating will be updated to a four-dot rating. This will usually occur at the end of a compliance management plan or at the expiry of any sanction period, when the ACQSC will be able to verify that you are complying with your obligations as a provider.

 

Further Resources

 

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