If you're reading this, you need to understand exactly what training is required for Outcome 2.6b Complaints and Feedback Management for Individuals under the Strengthened Aged Care Quality Standards. This outcome is critical for creating an environment where older people, their families, carers and supporters feel safe to share feedback and raise concerns without fear of negative consequences.
Getting this training right isn't just about having a complaints form on your website: it's about building an organisation where older people's voices drive improvement, where transparency builds trust, and where every concern becomes an opportunity to enhance care quality.
Outcome 2.6b sits within Standard 2: The Organisation, which sets expectations for governance and operations. This outcome specifically addresses how providers must encourage and support individuals to make complaints and give feedback about service delivery, whilst ensuring transparent management and using this input to drive continuous improvement of funded aged care services.
Bottom Line Up Front: Outcome 2.6b requires comprehensive training that ensures all workers understand how to encourage and support older people to provide feedback. Workers must be able to explain multiple accessible feedback mechanisms, respond empathetically to complaints, understand confidentiality requirements, and practise open disclosure when things go wrong.
Your workers must demonstrate they can communicate effectively with diverse older people about feedback processes, support access to advocates and language services, and handle complaints with dignity and respect. They need to maintain appropriate records and see feedback as an opportunity for improvement rather than criticism.
The training must address not just complaint processes, but the broader feedback ecosystem. This includes positive feedback, cultural safety, communication needs, and the connection between individual concerns and organisation-wide quality improvement.
Let's walk through exactly what this means for your training programmes and how to build a feedback culture that empowers older people whilst driving service excellence.
Understanding What Outcome 2.6b Actually Requires
Under the strengthened standards, providers must encourage and support individuals and others to make complaints and give feedback about service delivery without reprisal. The government guidance emphasises that "a strong feedback and complaints management system is important for addressing issues that come up in the delivery of aged care services in a timely way."
The outcome breaks down into six critical actions:
| Action | Requirement | What This Means for Training |
|---|---|---|
| 2.6.1: Comprehensive System Implementation | Implement a complaints and feedback management system to receive, record, respond to and report on complaints and feedback. | Every worker must understand the feedback framework, know how to explain it to older people, and support them to use it effectively. |
| 2.6.2: Encouraging and Supporting Individuals | Encourage and support individuals, supporters of individuals and others to make complaints and give feedback. | Workers need skills in creating safe spaces for feedback, explaining processes clearly, and supporting older people throughout the feedback journey. |
| 2.6.3: Empowering Access to Support | Individuals are empowered to access advocates, language services and other ways of raising and resolving complaints and feedback. | Training must address how to connect older people with appropriate support services and ensure accessibility. |
| 2.6.4: Timely Resolution with Open Disclosure | Take timely action to resolve complaints and use open disclosure processes when things go wrong. | Workers must know how to respond promptly, communicate transparently, and implement mitigation strategies. |
| 2.6.5: Data Analysis and Reporting | Collect and analyse complaints and feedback data. Report outcomes to governing body and individuals. | Understanding how individual feedback contributes to organisation-wide patterns and improvements. |
| 2.6.6: System Effectiveness | Regularly review and improve effectiveness of the complaints management system. | Building capability in evaluating whether older people find the system accessible and effective. |
Critical Scope Requirements
The government guidance specifically identifies that feedback and complaints management for individuals encompasses:
| Requirement Category | Elements |
|---|---|
| Multiple Feedback Mechanisms | Formal complaint and feedback channels • Complaints escalation process • Anonymous surveys or questionnaires • Feedback forms • Serious Incident Response Scheme (SIRS) process • Consumer Advisory Bodies |
| Diverse Communication Methods | Verbal feedback • Written feedback • Digital feedback • Open feedback • Confidential feedback • Anonymous feedback |
| Accessibility Considerations | Language and communication needs (Outcome 1.1) • Cultural safety requirements • Cognitive ability accommodations • Medical condition considerations • Advocacy support • Language services |
| Key System Features | Clear processes, roles and responsibilities • Confidentiality protections (aligned with Outcome 2.7) • Protection from retribution • Reduced administrative burden • Resolution of all complaints • Pattern and trend identification • Timely escalation pathways • External complaints mechanisms access • Positive feedback recognition • Open disclosure integration (Outcome 2.3) |
| Home and Community Considerations | No direct continuous oversight • Multiple providers involved • Feedback about direct care worker • Alternative contact options • End-of-visit satisfaction checks |
The Four Essential Training Areas You Need
Based on Outcome 2.6b requirements and available Ausmed modules, you need to implement four interconnected training areas:
| Training Area | Duration | Content Focus | Key Ausmed Modules | Assessment Requirements |
|---|---|---|---|---|
| Area 1: Understanding Consumer Feedback Systems | 2 hours initial + 1 hour annual | Feedback mechanisms, complaint processes, consumer rights, system navigation, accessibility | • Standard 2: The Organisation (15m) • Strengthened Aged Care Quality Standards (30m) • Person-Centred, Rights-Based Care (12m) |
System knowledge, Rights understanding, Mechanism navigation |
| Area 2: Communication and Support Skills | 2 hours initial + 1.5 hours annual | Person-centred communication, cultural safety, supporting diverse needs, advocacy connections, empathetic response | • Communicating in Aged Care (24m) • Holding Difficult Conversations (30m) • Customer Service (29m) • Culturally Safe, Trauma-Aware and Healing-Informed Care (25m) |
Communication competency, Cultural safety, Empathetic response |
| Area 3: Recording and Responding | 1.5 hours initial + 1 hour annual | Documentation requirements, confidentiality, open disclosure, resolution processes, timely action | • Documentation in Aged Care (25m) • Record Keeping and Documentation (10m) • Serious Incident Response Scheme (15m) |
Documentation practice, Confidentiality knowledge, Response protocols |
| Area 4: Quality Improvement Integration | 1 hour initial + 1 hour annual | Learning from feedback, trend identification, continuous improvement, reporting outcomes, preventing recurrence | • Whistleblowing in Aged Care (21m) • The Code of Conduct for Aged Care (15m) • Duty of Care (29m) |
Improvement understanding, Pattern recognition, Outcome reporting |
Breaking Down Each Training Area
Area 1: Understanding Consumer Feedback Systems - The Foundation
The guidance emphasises that the system must be accessible, prompt and fair for older people, with mechanisms that "work well for older people, their supporters, family, carers and others."
Essential Ausmed Modules:
- Start with Standard 2: The Organisation (15 minutes) for outcome-specific requirements
- Progress to Strengthened Aged Care Quality Standards (30 minutes) for comprehensive understanding
- Complete with Person-Centred, Rights-Based Care (12 minutes) for rights-based approach
Your consumer feedback system training must address three critical competencies:
| Competency | Training Focus | Practice Application |
|---|---|---|
| Feedback Mechanism Knowledge | Understanding all available channels, Knowing how to explain each mechanism simply, Connecting older people with appropriate options, Understanding external mechanisms including SIRS | Workers can describe: Multiple feedback pathways, Anonymous options, Consumer Advisory Bodies, External complaint services, SIRS processes |
| Consumer Rights | Right to complain without reprisal, Right to confidentiality, Right to advocacy support, Right to accessible information, Right to know outcomes | Workers know: Protection mechanisms, Confidentiality processes, Advocate connections, Language services, Outcome communication |
| Accessibility Requirements | Communication needs and preferences, Cultural considerations, Language barriers, Cognitive ability accommodations, Physical access needs | Workers demonstrate: Plain language explanation, Cultural safety, Interpreter access, Cognitive-appropriate communication, Multiple format provision |
Area 2: Communication and Support Skills - The Practice
The guidance requires providers to "consider the different ways older people would like to give feedback and make complaints" and emphasises communication that meets their "spoken language, culture, medical conditions including cognitive ability, needs and preferences."
Critical Communication Training Components:
- Complete Communicating in Aged Care (24 minutes) for foundational skills
- Add Holding Difficult Conversations (30 minutes) for challenging feedback situations
- Include Customer Service (29 minutes) for person-centred approaches
- Complete Culturally Safe, Trauma-Aware and Healing-Informed Care (25 minutes) for cultural competency
Communication protocols must address:
| Situation Type | Communication Approach | Training Elements |
|---|---|---|
| Receiving Complaints | Active listening, Empathetic response, Non-defensive posture, Acknowledgement, Reassurance about reprisal protection | Listening skills, Emotional intelligence, Calm demeanour, Validation techniques, Safety communication |
| Supporting Feedback | Encouraging sharing, Creating safe space, Explaining process clearly, Offering multiple methods, Checking understanding | Invitation techniques, Trust building, Clear explanation, Method demonstration, Comprehension checking |
| Cultural Considerations | Recognising cultural communication styles, Respecting cultural practices, Using appropriate interpreters, Understanding diverse complaint traditions | Cultural awareness, Interpretation protocols, Respect demonstration, Traditional knowledge, Cultural humility |
| Cognitive Impairment | Simplified explanations, Multiple formats, Supporter involvement (with consent), Visual aids, Repeated information | Dementia communication, Plain language, Multi-sensory approach, Family partnership, Patience demonstration |
| Positive Feedback | Receiving graciously, Recording appropriately, Sharing with teams, Celebrating strengths, Encouraging more | Acceptance skills, Recognition practices, Team communication, Strength identification, Encouragement |
Area 3: Recording and Responding - The Documentation
The guidance emphasises recording, investigating and learning from feedback whilst maintaining confidentiality and respecting the older person's preferences about documentation.
Recording and Response Training Priorities:
Start with Documentation in Aged Care (25 minutes) for documentation standards, then add:
| Documentation Requirement | Key Elements | Training Required |
|---|---|---|
| Recording Feedback | What to record, When recording optional (consumer choice), Confidential storage, Accurate details, Objective language | • Record Keeping and Documentation (10m) • Cyber Security (20m) |
| Investigating Complaints | Gathering relevant information, Fair investigation principles, Involving appropriate people, Timeframe adherence, Documenting findings | • Serious Incident Response Scheme (15m) • Duty of Care (29m) |
| Open Disclosure | When disclosure required, How to communicate what went wrong, Sharing with older people and supporters, Implementing mitigation strategies, Documenting disclosure | • The Code of Conduct for Aged Care (15m) • Holding Difficult Conversations (30m) |
| Resolution Communication | Explaining outcomes clearly, Checking satisfaction with resolution, Offering internal review options, Documenting resolution, Following up appropriately | • Communicating in Aged Care (24m) • Customer Service (29m) |
Key Recording Principles Workers Must Understand:
- Respect Consumer Choice: Some feedback may not need recording if the older person chooses not to have it recorded
- Maintain Confidentiality: Information managed according to Outcome 2.7 requirements with informed consent
- Objective Documentation: Facts, not interpretations; actions taken, not blame assigned
- Timely Recording: Complaints acknowledged promptly, investigation timeframes met, resolution communicated quickly
- Accessibility of Records: Older people can access their feedback records; information shared appropriately with consent
Area 4: Quality Improvement Integration - The System Connection
The guidance emphasises that complaints and feedback must "contribute to the continuous improvement of funded aged care services" with outcomes reported to "the governing body and older people."
Integration-Focused Modules:
- Whistleblowing in Aged Care (21 minutes) for speaking up culture
- The Code of Conduct for Aged Care (15 minutes) for professional obligations
- Duty of Care (29 minutes) for responsibility framework
Integration points must address:
| Integration Area | Connection Points | Training Requirements |
|---|---|---|
| Performance Monitoring | Feeding feedback into quality system (Outcome 2.3), Identifying organisation-wide issues, Trend and pattern analysis, Reporting to governing body | Understanding data use, Recognising patterns, System feeding, Outcome awareness |
| Incident Management | When complaints relate to incidents, SIRS notification requirements, Dual reporting coordination, Investigation alignment | Understanding overlap, Knowing triggers, Coordinated response, Reporting compliance |
| Risk Management | Using feedback to identify risks (Outcome 2.4), Implementing mitigation strategies, Preventing recurrence, System improvements | Risk identification, Prevention focus, Improvement implementation, Safety enhancement |
| Person-Centred Care | Feedback informing individual care plans, Preferences respected in resolution, Choice honoured in process, Dignity maintained throughout | Care plan updates, Preference integration, Choice respect, Dignity protection |
Implementation Pathways by Role
Different roles require different training emphases whilst ensuring comprehensive coverage:
| Role Category | Core Modules (Mandatory) | Extended Modules | Annual Refresh |
|---|---|---|---|
| Direct Care Workers | Standard 2 (15m) Communicating (24m) Customer Service (29m) Person-Centred Care (12m) |
Culturally Safe Care (25m) Documentation (25m) SIRS Care Workers (15m) |
Feedback processes Communication skills Cultural safety |
| Clinical Staff | Standard 2 (15m) Communicating (24m) Difficult Conversations (30m) SIRS (15m) |
Record Keeping (10m) Duty of Care (29m) Code of Conduct (15m) |
Clinical feedback Open disclosure Documentation |
| Lifestyle and Support Workers | Standard 2 (15m) Communicating (24m) Customer Service (29m) |
Difficult Conversations (30m) Culturally Safe Care (25m) |
Feedback encouragement Positive recognition Accessibility |
| Team Leaders | All core modules Difficult Conversations (30m) Documentation (25m) |
Whistleblowing (21m) Full Standards (30m) Duty of Care (29m) |
Resolution processes Open disclosure Team training |
| Managers | All modules listed Full Standards training |
System design training Investigation training Cyber Security (20m) |
Regulatory updates System effectiveness Reporting requirements |
Context-Specific Training Requirements
Home and Community Care Settings
The guidance specifically notes that "providers delivering aged care services in a home or community setting should consider how their processes for managing feedback and complaints from older people may differ from providers delivering aged care services in a residential care home."
Additional Training Requirements:
- Worker-Specific Feedback: Training direct care workers to ask about satisfaction at end of each visit
- Alternative Contact Options: Ensuring older people know how to provide feedback if uncomfortable raising concerns with their regular worker
- Limited Oversight: Understanding feedback mechanisms when provider doesn't have continuous oversight
- Multiple Providers: Coordinating feedback when multiple aged care providers are involved
Required Module: Strengthened Aged Care Quality Standards: Home Care (25 minutes)
Culturally and Linguistically Diverse Older People
Workers require training that addresses:
- Language Services: How to access and use interpreters and translation services effectively
- Cultural Feedback Norms: Understanding that different cultures have different approaches to complaints and feedback
- Cultural Safety: Ensuring feedback processes are culturally appropriate and safe
- Traditional Communication: Respecting traditional communication styles and preferences
Required Module: Culturally Safe, Trauma-Aware and Healing-Informed Care (25 minutes)
Older People with Cognitive Impairment
Special considerations for older people living with dementia or other cognitive challenges:
- Simplified Communication: Using plain language and multiple communication methods
- Supporter Involvement: Working with family, carers and supporters (with consent)
- Behaviour as Communication: Recognising that changed behaviours may indicate concerns
- Consent and Capacity: Understanding decision-making support and substitute decision-makers
Supporting Resources:
- Dementia and Understanding Behavioural Changes (30 minutes)
- Dignity of Risk & Decision-Making in Aged Care (20 minutes)
Aboriginal and Torres Strait Islander Older People
Specific cultural safety requirements:
- Cultural Protocol: Understanding appropriate communication approaches
- Community Connection: Recognising the importance of family and community involvement
- Historical Context: Understanding barriers to complaining based on historical experiences
- Cultural Support: Connecting with Aboriginal and Torres Strait Islander advocacy services
Additional Support Resources
Modules that strengthen overall feedback management capability:
- Record Keeping: Record Keeping and Documentation for Non-Clinical Staff (10 minutes) for accurate feedback documentation
- Information Security: Cyber Security (20 minutes) for protecting confidential feedback data
- Sensory Loss: Sensory Loss and Impairment in the Older Person (20 minutes) for communication with hearing or vision loss
Evidence Requirements for Accreditation
Commission assessors will look for specific evidence demonstrating Outcome 2.6b compliance:
| Evidence Type | What to Demonstrate | How to Prepare |
|---|---|---|
| Training Records | Completion rates by role, Cultural competency training, Communication skills development, Refresher compliance | 100% completion tracked, Role-specific training, Competency assessments, Annual updates |
| Accessible Mechanisms | Multiple feedback pathways available, Plain language materials, Translated resources, Anonymous options | Documented mechanisms, Accessibility evidence, Translation availability, Usage data |
| Support Service Connections | Advocate information available, Language service arrangements, External complaint pathways, Consumer Advisory Body | Contact information current, Service agreements, Referral processes, Advisory structure |
| Feedback Register | All feedback recorded (unless consumer chooses otherwise), Appropriate categorisation, Confidentiality maintained, Resolution tracking | Comprehensive log, Privacy compliance, Timely responses, Outcome documentation |
| Resolution Evidence | Investigation processes followed, Open disclosure practised, Timely resolution, Consumer satisfaction | Investigation records, Disclosure documentation, Resolution timeframes, Follow-up evidence |
| Reporting Documentation | Outcomes reported to governing body, Outcomes communicated to older people, Trend analysis conducted, Improvements implemented | Board reports, Consumer communication, Pattern identification, Action evidence |
| Consumer Confidence Indicators | Older people know how to complain, Complaints closed appropriately, Older people feel heard, Increasing positive feedback | Awareness surveys, Closure satisfaction, Feedback surveys, Positive trends |
Critical Integration Points
Outcome 2.6b connects extensively with other standards as noted in the guidance:
- Outcome 1.1 (Person-Centred Care): Communication needs and preferences shape feedback processes - Complete Person-Centred, Rights-Based Care (12m)
- Outcome 1.2 (Dignity and Respect): Older people treated respectfully throughout complaints process
- Outcome 1.3 (Choice and Independence): Older people choose how and whether to provide feedback
- Outcome 2.1 (Partnering): Consumer engagement informs quality improvement
- Outcome 2.3 (Quality System): Feedback feeds performance monitoring and requires open disclosure integration
- Outcome 2.4 (Risk Management): Feedback identifies and informs risk assessment
- Outcome 2.5 (Incident Management): Complaints may relate to incidents requiring coordinated response - Complete Serious Incident Response Scheme (15m)
- Outcome 2.6a (Worker Feedback): Parallel system for worker complaints requiring coordination
- Outcome 2.7 (Information Management): Confidential management of feedback data with informed consent
- Outcome 3.3 (Communicating for Safety): Feedback processes require effective communication
Measuring Training Effectiveness
The guidance emphasises that success is measured by older people's confidence. Monitor these indicators:
| Measurement Domain | Specific Metrics | Target Indicators |
|---|---|---|
| Consumer Confidence | Feedback submission rates, Awareness of processes, Confidence surveys, Anonymous vs identified ratio | Older people know how to complain, Comfortable providing feedback, Diverse method usage |
| Resolution Quality | Time to acknowledgement, Time to resolution, Closure satisfaction, "Feeling heard" ratings | Complaints closed appropriately, Timely manner, Older people feel heard |
| Accessibility | Language service usage, Advocate involvement, Multiple mechanism usage, Translation requests | Equitable access, Barrier removal, Diverse pathway usage |
| Worker Capability | Communication assessments, Cultural competency evaluation, Empathetic response observation, Documentation quality | Effective communication, Cultural safety, Appropriate responses, Accurate recording |
| Organisational Learning | Improvements implemented, Pattern identification, Policy changes, Training updates from feedback | Demonstrable changes, Trend analysis, Visible improvements, Responsive systems |
| Positive Culture | Positive feedback submissions, Recognition practices, Balanced feedback ratio, Complaint prevention | Strength identification, Good practice sharing, Balanced feedback, Proactive improvement |
Creating a Feedback-Positive Culture
The guidance emphasises creating an "environment of confidence and trust." This requires balancing:
| Responsibility Level | Key Accountabilities |
|---|---|
| Organisational Responsibilities | Multiple accessible feedback mechanisms • Clear protection from retribution • Language services and advocacy access • Timely response and resolution • Visible action on feedback • Transparent outcome communication • Confidentiality respect • Recognition of positive feedback • Cultural safety • Accessibility for all |
| Worker Responsibilities | Encouraging feedback provision • Explaining processes clearly • Supporting diverse communication needs • Connecting to advocates and interpreters • Empathetic listening • Prompt recording • Maintaining confidentiality • Open disclosure when things go wrong • Contributing to improvement • Celebrating positive feedback |
| Leadership Responsibilities | Modelling openness to feedback • Visible responsiveness to concerns • Protection of people who speak up • Regular communication of outcomes • Celebration of improvements • Cultural competence • Accessibility prioritisation • Continuous system improvement • Reporting to governing body and consumers |
Remember the Foundation
Outcome 2.6b creates the feedback system that transforms older people's voices into service improvements. The government guidance makes clear this isn't just about having a complaints process: it's about creating an environment where older people confidently share their experiences, concerns and ideas.
This happens when they trust their input matters, will be acted upon without negative consequences, and will genuinely improve services for themselves and others.
When complaints and feedback management works effectively, you create an organisation that learns from those it serves. This happens when older people instinctively share concerns, when positive experiences are recognised, when feedback drives visible improvements, and when cultural and communication needs are genuinely met.
The Ausmed modules provide the technical knowledge, but it's the culture you build, the trust you create, and the actions you take after receiving feedback that determine whether your complaints and feedback management system truly supports quality improvement.
Every piece of consumer feedback is a gift: an opportunity to see your services through older people's eyes and make them better. When your training helps workers see feedback this way, not as criticism to defend against but as valuable insight to learn from, you've achieved what Outcome 2.6b envisions: a system that strengthens quality through consumer partnership.
