What Is the Aged Care Quality and Safety Commission? Its Role, Powers and How to Complain
Quick answer: The Aged Care Quality and Safety Commission (ACQSC) is the independent Australian Government regulator that registers, monitors, and holds aged care providers accountable for the quality and safety of care. It investigates complaints, audits providers against the seven strengthened Quality Standards, and can issue sanctions — including banning orders — when providers fail to meet their obligations. You can make a complaint directly to the Commission by calling 1800 951 822 or online at agedcarequality.gov.au.
What Is the Aged Care Quality and Safety Commission?
The Aged Care Quality and Safety Commission is Australia’s independent national regulator for government-funded aged care. Established as a statutory agency under the Aged Care Quality and Safety Commission Act 2018, the Commission’s role is to ensure that older Australians receiving residential care, home care, or flexible care services are treated safely and respectfully, and in accordance with the standards required by law.
The Commission was created in response to the systemic failures uncovered by the Royal Commission into Aged Care Quality and Safety (2018–2021) — an inquiry that exposed widespread neglect, understaffing, and a regulatory system that was simply not protecting the people it was meant to serve. The Royal Commission’s final report made 148 recommendations, including stronger minimum staffing requirements and a complete overhaul of the regulatory framework — recommendations that ultimately led to the new Aged Care Act 2024, which commenced on 1 November 2025 and significantly expanded the Commission’s powers.
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What Does the Aged Care Quality and Safety Commission Actually Do?
The Commission’s responsibilities span the entire lifecycle of an aged care provider — from initial registration through to ongoing monitoring and, where necessary, enforcement action. Here is what each part of that role looks like in practice.
The Aged Care Quality and Safety Commission’s Expanded Powers Since the New Act
The new Aged Care Act significantly broadened what the Commission can do — and how quickly it can act. The key changes from 1 November 2025 include:
- Stronger and faster enforcement powers — the Commission can act more quickly when standards are not met, rather than waiting for lengthy formal processes
- Graded audit model — replacing the old pass/fail system with detailed, outcome-based assessments against each Quality Standard
- Expanded Serious Incident Response Scheme — broader reporting obligations and faster investigation timeframes
- Rights-based regulation — the Commission now regulates against the legally enforceable Statement of Rights, not just service standards
- Mandatory financial and ownership disclosure — providers must disclose ownership structures and financial arrangements, improving transparency for families
- Whistleblower protections — complaints and feedback are treated as though they qualify for whistleblower protections under the Aged Care Act, encouraging workers and families to speak up without fear
How to Make a Complaint to the Aged Care Quality and Safety Commission
Every older Australian — and every family member, carer, or worker — has the right to raise a complaint about an aged care provider, worker, or responsible person. You can make a complaint confidentially or anonymously if you prefer. Here is exactly how the process works.
What the Commission can help with
Health and clinical care (wound care, medication, care assessment), personal care assistance (showering, feeding, mobility), how staff communicate and respond to questions, staff conduct and roles, and living environment concerns (safety, security, cleanliness). The Commission regulates government-funded aged care services — if your concern relates to a privately funded service, the Commission can guide you to the appropriate body.
The 7 Strengthened Quality Standards the Commission Enforces
From 1 November 2025, the Commission assesses providers against seven strengthened Aged Care Quality Standards — replacing the previous eight. These standards are outcome-focused, meaning the Commission looks at what each resident actually experiences, not just whether a provider has the right paperwork on file.
| No. | Standard | Focus |
|---|---|---|
| 1 | Individual Rights | Dignity, self-determination, cultural identity |
| 2 | Assessment and Planning | Individualised, regularly reviewed care plans |
| 3 | Care and Services | Safe, coordinated, person-centred care delivery |
| 4 | Environment | Safe, clean, comfortable physical surroundings |
| 5 | Clinical Care | Nursing, medication, infection control, falls prevention |
| 6 | Food and Nutrition | Nutritious, enjoyable, dietitian-informed meals |
| 7 | Residential Community | Belonging, activities, social connection |
For a complete breakdown of what each standard means and the specific questions families can ask providers, read our full guide to the Aged Care Quality Standards.
How to Check a Provider’s Record With the Commission
Before choosing a provider, families can — and should — check that provider’s regulatory history with the Commission. This is one of the most underused but valuable tools available to families navigating aged care decisions.
Every residential aged care provider has a published Star Rating across four dimensions: residents’ experience, staffing, compliance, and quality measures. This is the fastest way to get an objective snapshot of a provider’s performance.
Find a Provider on My Aged Care shows accreditation status and the length of the current accreditation period. A shortened accreditation period or recent non-compliance finding is worth asking the provider about directly.
The Commission publishes regular Sector Performance Reports providing sector-wide data on compliance, complaints, and quality trends — useful context for understanding how a specific provider compares to the broader industry.
Frequently Asked Questions — Aged Care Quality and Safety Commission
What is the main function of the Aged Care Quality and Safety Commission?
The Commission regulates and monitors government-funded aged care providers in Australia to ensure they meet the seven strengthened Quality Standards, comply with the Aged Care Code of Conduct, and uphold the legally enforceable Statement of Rights. It registers providers, conducts audits, investigates complaints, and can apply sanctions when standards are not met.
How do I make a complaint to the Aged Care Quality and Safety Commission?
You can complain online via the webform at agedcarequality.gov.au, by phone on 1800 951 822, or in writing. You can make your complaint confidential or fully anonymous. An interpreter can be arranged by calling the Translating and Interpreting Service on 131 450.
Who does the Commission regulate?
The Commission regulates registered providers of government-subsidised aged care — including residential aged care, Support at Home and home care providers, respite care, and flexible care services. If your concern relates to a privately funded or non-government service, the Commission can direct you to the relevant body.
Can the Commission cancel a provider’s registration?
Yes. If a provider commits serious breaches that threaten consumer safety, the Commission can impose sanctions, restrict services, or revoke registration entirely. It can also issue banning orders against individual workers who breach the Aged Care Code of Conduct.
Will my care change if I make a complaint?
No. Under the Statement of Rights, your care and services cannot be reduced, withdrawn, or changed as a result of raising a concern or making a complaint. This protection is legally enforceable under the new Aged Care Act.
How can I check an aged care provider’s compliance history before choosing them?
Use the Find a Provider tool on myagedcare.gov.au to view Star Ratings, accreditation status, and any recent non-compliance findings. The Commission also publishes Sector Performance Reports with broader industry data.
Why the Commission Matters — And What It Cannot Do Alone
The Aged Care Quality and Safety Commission exists because, for too long, Australia’s aged care system did not have an independent body with the power, the data, and the mandate to genuinely hold providers accountable. The Royal Commission made that failure undeniable. The Commission — strengthened significantly by the new Aged Care Act — is the system’s answer to that failure.
But regulation, however well designed, has limits. The Commission can audit, investigate, and sanction. It cannot be present in every room, on every shift, in every interaction between a resident and the person caring for them. That is where families come in. Checking Star Ratings before choosing a provider. Asking direct questions during a tour. Visiting at different times of day. Raising a concern the moment something feels wrong, rather than waiting to see if it happens again. These actions are not separate from the Commission’s work — they are what makes that work effective.
The best aged care providers do not see the Commission as an adversary to be managed. They see the standards it enforces as a reflection of what they already believe — and they welcome the scrutiny because they have nothing to hide.
At Superior Care Group, we have maintained continuous accreditation with the Aged Care Quality and Safety Commission across both our Queensland residences — Wellington Park in Wellington Point, South East Brisbane, and Merrimac Park on the Gold Coast — since opening. We welcome families to check our Star Ratings, ask about our most recent audit results, and raise any question about how we meet our obligations under the seven Quality Standards. A provider with nothing to hide should always welcome that conversation. We are one of them.
Ask Us About Our Quality and Compliance Record
We welcome the scrutiny — visit us and ask anything.
Wellington Park — Wellington Point, Brisbane South East | (07) 3822 1876
Merrimac Park — Merrimac, Gold Coast | (07) 5618 1111
