“Similar” financial complaints about for-profits and Not For Profits: Aged Care Complaints Commissioner to Senate inquiry

Rae Lamb has revealed complaints about fees and charges were only the 10^th most complained about area in aged care in FY2016-17 and the ninth most complained about this FYTD in her submission to the inquiry into the tax practices of for-profit providers which was announced after a concerted campaign by the Australian Midwifery & Nursing Federation (ANMF). Ms Lamb says most complaints relate instead to clinical matters such as medication administration and management, falls prevention and post-falls management as well as communication and personal care. In total, just 55 complaints about additional fees have been received this FYTD – 80 were received in FY2016-17. While around 75% of these related to for-profit providers, the Commissioner notes that “not all providers charge additional fees … it may simply mean more for-profit providers charge additional fees.” Ms Lamb says these additional fees usually fall into two types – capital refurbishment or asset replacement fees; and fees for extra care and services, often provided in a bundle such as alcoholic beverages, direct phones lines, Foxtel, more meal choices and more. Ms Lamb adds only 40% of the 55 complaints about financial issues raised this FYTD have been quickly resolved “to the satisfaction of the complainant” – suggesting some residents are unhappy with the outcome of negotiations on their behalf. At any rate, the rate of financial complaints against for-profits and Not For Profits is “similar” – a very different argument to the one put forward by the ANMF.