--- title: "Aged care complaints up 24%: open disclosure and training" description: "Residential aged care complaints rose 24% in 2 years. What Australia, England and the US require of open disclosure, candour and complaints training." canonical: https://peopletechrevolution.com/insights/aged-care-complaints-open-disclosure --- [Insights](https://peopletechrevolution.com/insights) # Residential aged care complaints up 24% in 2 years: what the rules now ask of open disclosure and training In 2024-25, the Aged Care Quality and Safety Commission received 6,302 complaints about residential care, up 24% on 2022-23. By [Kim Loza](https://linkedin.com/in/kimberlyloza), Head of Product at People Tech Revolution Published 25 September 2026 · Last updated 28 September 2026 · Version 2.0 [Connect with Kim on LinkedIn ↗](https://linkedin.com/in/kimberlyloza) Cite this research 6,302 Residential complaints to the regulator in a year ACQSC Sector Performance Report, 2024-25 1,811 Residential complaints, highest quarter in the series ACQSC, July to September 2025 35% Rise in Priority 2 serious incident notifications ACQSC SIRS data, 2022 to 2025 5 of 130 CQC prosecutions brought for the duty of candour CQC prosecutions list, 2009 to 2026 The rise ## Are complaints about aged care rising? They are, and faster than occupancy: residential complaints rose from 5,077 (2022-23) to 6,302 (2024-25), a rise of 24% ([ACQSC](https://www.agedcarequality.gov.au/sites/default/files/media/sector-performance-report-for-quarter-4-april-june-2025.pdf)). Complaints about residential aged care per quarter, 2022 to 2025 Residential complaints See the data (complaints per quarter) Sep 2022 Dec 2022 Mar 2023 Jun 2023 Sep 2023 Dec 2023 Mar 2024 Jun 2024 Sep 2024 Dec 2024 Mar 2025 Jun 2025 Sep 2025 Residential complaints 1,223 1,251 1,346 1,257 1,268 1,144 1,413 1,489 1,514 1,451 1,606 1,731 1,811 Complaints per quarter, quarters ending September 2022 to September 2025. Source: [ACQSC Sector Performance Report, April to June 2025, Figure 10](https://www.agedcarequality.gov.au/sites/default/files/media/sector-performance-report-for-quarter-4-april-june-2025.pdf); [July to October 2025 report, Figure 17](https://www.agedcarequality.gov.au/sites/default/files/media/sector-performance-report-for-july-october-2025.pdf). ### July to September 2025 was the highest quarter: 1,811 The rate per 10,000 occupied bed days was stable at 0.7 or 0.8 during 2022-23 and 2023-24, with a brief dip, reached 0.9 during 2024-25 and 1.1 in July to September 2025. So complaints grew faster than resident days. So what for you: Benchmark your service on the rate the Commission uses, not on a raw count. A receptionist hears a concern at the desk. A carer meets an older man arriving. A relative gestures, seen through the headset. A case manager leans toward an older man. ### A count that reads 2 ways The Commission says a higher count “can be because a provider is encouraging feedback”, and can also mean its complaints system is “not working well” ([Sector Performance Report](https://www.agedcarequality.gov.au/sites/default/files/media/sector-performance-report-for-quarter-4-april-june-2025.pdf)). The long run ## How far back does the rise go? Complaints to the Commission rose 22% over 5 years, from 7,828 (2018-19) to 9,566 (2023-24) ([ACQSC annual reports](https://www.agedcarequality.gov.au/sites/default/files/media/acqsc-annual-report-2023-24.pdf)). Complaints received by the aged care regulator, 2018-19 to 2023-24 All complaints See the data (complaints per year) 2018-19 2019-20 2020-21 2021-22 2022-23 2023-24 All complaints 7,828 8,539 9,220 10,326 9,198 9,566 Complaints per financial year, 2018-19 to 2023-24. Source: [ACQSC Annual Reports 2019-20](https://www.agedcarequality.gov.au/sites/default/files/media/ACQSC_AR2019-20_FULL_FINAL.pdf) to [2023-24](https://www.agedcarequality.gov.au/sites/default/files/media/acqsc-annual-report-2023-24.pdf), complaints received. ### A peak of 10,326 (2021-22), then a new climb Residential care made up 74% of complaints in 2019-20. Home services had 1,276 complaints in July to September 2025, 1,139 about Home Care Packages ([ACQSC](https://www.agedcarequality.gov.au/sites/default/files/media/sector-performance-report-for-july-october-2025.pdf)). So what for you: Plan complaints capability as a standing need. A pharmacist at the medication room bench. ### What families complain about Medication administration and management has been the top residential complaint issue for 2 years ([ACQSC](https://www.agedcarequality.gov.au/sites/default/files/media/sector-performance-report-for-quarter-4-april-june-2025.pdf)). In October 2025 the top 5 were staff numbers, medication, family consultation and communication, staff behaviour, and falls ([ACQSC](https://www.agedcarequality.gov.au/sites/default/files/media/sector-performance-report-for-july-october-2025.pdf)). A community nurse greets an older woman. ### At home, communication comes top “Lack of communication or consultation is the most complained about issue over the last 3 years” in home services, the Commission reports ([Figure 13](https://www.agedcarequality.gov.au/sites/default/files/media/sector-performance-report-for-quarter-4-april-june-2025.pdf)). Serious incidents ## Which serious incidents are growing? Mostly Priority 2: from July to September 2022 to April to June 2025, residential Priority 2 notifications rose 35% and Priority 1 rose 12% ([ACQSC](https://www.agedcarequality.gov.au/sites/default/files/media/sector-performance-report-for-quarter-4-april-june-2025.pdf)). Serious incident notifications from residential care, Priority 1 and Priority 2, 2022 to 2025 Priority 2 Priority 1 See the data (notifications per quarter) Sep 2022 Dec 2022 Mar 2023 Jun 2023 Sep 2023 Dec 2023 Mar 2024 Jun 2024 Sep 2024 Dec 2024 Mar 2025 Jun 2025 Priority 2 7,572 7,737 8,019 8,571 9,270 9,802 9,794 9,994 10,245 10,476 10,208 10,221 Priority 1 4,105 4,599 4,758 4,325 4,527 4,529 4,625 4,414 4,772 4,458 4,591 4,603 Notifications per quarter, quarters ending September 2022 to June 2025. Source: [ACQSC Sector Performance Report, April to June 2025, Figure 7](https://www.agedcarequality.gov.au/sites/default/files/media/sector-performance-report-for-quarter-4-april-june-2025.pdf). ### Priority 2 carries the growth Quarterly totals went from 11,677 to 14,824, and 15,216 in July to September 2025. By year: 49,686 (2022-23) and 59,574 (2024-25). So what for you: Expect more incident conversations with families each quarter, most of them outside the 24 hour clock. Serious incident notifications from residential care by type, April to June 2025 Unreasonable use of force 7,221 Neglect 4,328 Psychological or emotional abuse 1,646 Unlawful sexual contact or inappropriate sexual conduct 597 Unexplained absence from care 366 Unexpected death 295 Inappropriate use of restrictive practices 198 Stealing or financial coercion by a staff member 173 See the data (notifications) Measure Notifications Unreasonable use of force 7,221 Neglect 4,328 Psychological or emotional abuse 1,646 Unlawful sexual contact or inappropriate sexual conduct 597 Unexplained absence from care 366 Unexpected death 295 Inappropriate use of restrictive practices 198 Stealing or financial coercion by a staff member 173 Notifications, April to June 2025. Source: [ACQSC Sector Performance Report, April to June 2025, Figure 23](https://www.agedcarequality.gov.au/sites/default/files/media/sector-performance-report-for-quarter-4-april-june-2025.pdf). ### Force and neglect make up most reports “Unreasonable use of force accounts for more reports than all other incident types combined”: 7,221 of 14,824 ([ACQSC](https://www.agedcarequality.gov.au/sites/default/files/media/sector-performance-report-for-quarter-4-april-june-2025.pdf)). Priority 1 incidents must be notified within 24 hours; Priority 2 within 30 days. So what for you: Each notification is also a conversation with the person and their family. A care worker walks beside a resident. ### Incidents carry a disclosure step The [Aged Care Rules 2025](https://www.legislation.gov.au/F2025L01173/2026-08-01/2026-08-01/text/original/epub/OEBPS/document_1/document_1.html) require providers to involve each person affected by an incident, or their supporter, and to use “an open disclosure process” (r 164-40(1)(b)). The rules ## What do the rules now ask of open disclosure? An open disclosure process for every complaint matter, and for when handling a complaint goes wrong, under r 165-35(2) of the [Aged Care Rules 2025](https://www.legislation.gov.au/F2025L01173/2026-08-01/2026-08-01/text/original/epub/OEBPS/document_1/document_1.html). A support worker beside an older woman. ### Saying sorry is part of it After harm or possible harm, the Commission’s steps are: check the person is okay, acknowledge the harm and its impact, say sorry, then explain and prevent ([ACQSC](https://www.agedcarequality.gov.au/contact-us/complaints-feedback/good-complaints-practice-providers)). A support coordinator reviews a plan. ### Training is a duty on the provider Providers must train workers “how to recognise and respond to complaints and feedback”, to communicate clearly, and “when and how to escalate” (r 165-20(1)(e), [Aged Care Rules 2025](https://www.legislation.gov.au/F2025L01173/2026-08-01/2026-08-01/text/original/epub/OEBPS/document_1/document_1.html)). A facility manager pauses on the landing. ### Rights, and protection for those who speak The [Aged Care Act 2024](https://www.legislation.gov.au/C2024A00104/2025-11-01/2025-11-01/text/original/epub/OEBPS/document_1/document_1.html) gives a right to “open communication” and to complaints “dealt with fairly and promptly” (s 23(9)), without reprisal (s 165). A volunteer talks with a coordinator. ### In force since 1 November 2025 The [strengthened Quality Standards](https://www.agedcarequality.gov.au/providers/quality-standards/strengthened-aged-care-quality-standards) applied from that date, and the complaints system must “require that the provider practise open disclosure” (r 165-15(1)(n), [Aged Care Rules 2025](https://www.legislation.gov.au/F2025L01173/2026-08-01/2026-08-01/text/original/epub/OEBPS/document_1/document_1.html)). A wheelchair user leads a planting lesson. An instructor watches an older man work. A wheelchair user demonstrates cooking. Other systems ## Is communication a complaint problem outside aged care? It is: communications is the largest subject in English hospital complaints, 17.1% in 2023-24 ([NHS England](https://digital.nhs.uk/data-and-information/publications/statistical/data-on-written-complaints-in-the-nhs/2023-24)), and 11.7% of NSW health complaint issues ([HCCC](https://www.hccc.nsw.gov.au/ArticleDocuments/75/NSW%20Health%20Care%20Complaints%20Commission2024-25%20Annual%20Report.pdf.aspx)). Communication as a share of health complaints, England and New South Wales, 2020 to 2025 England, hospital and community complaints, 2020-21 18.0% England, hospital and community complaints, 2021-22 17.4% England, hospital and community complaints, 2023-24 17.1% NSW, issues in complaints about medical practitioners, 2024-25 13.1% NSW, issues in all health complaints, 2024-25 11.7% See the data (percent) Measure Percent England, hospital and community complaints, 2020-21 18.0% England, hospital and community complaints, 2021-22 17.4% England, hospital and community complaints, 2023-24 17.1% NSW, issues in complaints about medical practitioners, 2024-25 13.1% NSW, issues in all health complaints, 2024-25 11.7% Percent of complaints by subject (England) or of issues raised (NSW), 2020-21 to 2024-25. Source: [NHS England, Data on Written Complaints in the NHS](https://digital.nhs.uk/data-and-information/publications/statistical/data-on-written-complaints-in-the-nhs/2023-24); [NSW HCCC Annual Report 2024-25](https://www.hccc.nsw.gov.au/ArticleDocuments/75/NSW%20Health%20Care%20Complaints%20Commission2024-25%20Annual%20Report.pdf.aspx). ### The same subject, counted 2 ways England counts complaints by subject; NSW counts 19,213 issues, where communication ranks third after treatment (46.4%) and professional conduct (18.8%). So what for you: Start complaints training with listening and explaining, where the data points. Health complaints received in New South Wales and Victoria, 2018-19 to 2024-25 NSW HCCC Victorian HCC See the data (complaints per year) 2018-19 2019-20 2020-21 2021-22 2022-23 2023-24 2024-25 NSW HCCC 7,299 7,852 8,702 10,108 9,159 9,460 10,500 Victorian HCC 6,081 5,895 5,246 6,191 5,724 5,582 5,494 Complaints per financial year, 2018-19 to 2024-25. Source: [NSW HCCC Annual Reports](https://www.hccc.nsw.gov.au/ArticleDocuments/75/NSW%20Health%20Care%20Complaints%20Commission2024-25%20Annual%20Report.pdf.aspx); [Victorian HCC Annual Reports](https://hcc.vic.gov.au/sites/default/files/media-document/17062%20HCC%20Annual%20Report%202024-25_A02.01%20FINAL_compressed_0.pdf). ### NSW up 44%, Victoria down 10% NSW went from 7,299 to 10,500; Victoria from 6,081 to 5,494. NSW counted 38 complaints about aged care facilities as health organisations in 2024-25. So what for you: Read state trends as context; the aged care regulator holds the aged care count. A charge nurse briefs the ward. ### England: candour carries an apology After a notifiable safety incident, the notice under [regulation 20](https://www.legislation.gov.uk/uksi/2014/2936/regulation/20) must “include an apology”, followed up in writing. “Apologising is not an admission of liability”, says the [Care Quality Commission](https://www.cqc.org.uk/guidance-regulation/providers/regulations-service-providers-and-managers/health-social-care-act/regulation-20). An older man attends a clinic with family. ### The harm test, not the channel For care providers the threshold is harm such as death, impairment for “a continuous period of at least 28 days” or “prolonged psychological harm” ([regulation 20(9)](https://www.legislation.gov.uk/uksi/2014/2936/regulation/20)); for health service bodies, “severe harm, moderate harm or prolonged psychological harm” (20(8)). Other complaints sit under [regulation 16](https://www.legislation.gov.uk/uksi/2014/2936/regulation/16). A podiatrist beside a seated older woman. ### Candour is prosecuted: 5 of 130 5 of 130 [CQC prosecutions](https://www.cqc.org.uk/about-us/how-we-do-our-job/prosecutions) since 2009 were for the duty of candour, the latest in February 2026. United States ## What do US nursing facilities owe a complaint? A grievance process with a named official and written decisions, and immediate notice of changes, under 42 CFR 483.10; there is no federal candour duty ([eCFR](https://www.ecfr.gov/current/title-42/chapter-IV/subchapter-G/part-483/subpart-B/section-483.10)). Complaints about how US nursing facilities respond to complaints, FFY2019 to FFY2025 Response to complaints (D05) See the data (complaints per federal fiscal year) FFY2019 FFY2020 FFY2021 FFY2022 FFY2023 FFY2024 FFY2025 Response to complaints (D05) 1,373 1,397 1,445 1,396 1,613 1,837 2,024 Complaints per federal fiscal year, FFY2019 to FFY2025. Source: [ACL, NORS Multi-Year Complaint Trend FFY2019-2023](https://ltcombudsman.org/wp-content/uploads/2026/06/NORS_MultiYrTrendFFY_2019_2020_2021_2022_2023.xlsx); [FFY2021-2025](https://live-norc.pantheonsite.io/wp-content/uploads/2026/07/NORS_MultiYrTrendFFY-2021_2022_2023_2024_2025.xlsx), sheet Complaint Type NF. ### Complaints about complaint handling rose 47% All nursing facility complaints moved 1% (142,051 to 143,252), while D05 went from 1,373 to 2,024. So what for you: Families notice how a complaint is handled, as much as the original issue. A palliative care nurse talks with a visitor. ### Grievances, notifications and clocks Suspected crimes are reported within 2 hours where there is serious bodily injury, otherwise 24 hours ([42 CFR 483.12](https://www.ecfr.gov/current/title-42/chapter-IV/subchapter-G/part-483/subpart-B/section-483.12)). Surveyors cited the grievance tag F585 768 times in 2024 and 694 times in 2025 ([CMS](https://data.cms.gov/provider-data/api/1/datastore/query/r5ix-sfxw/0)). An oncology nurse talks with a reclining man. A clinician sits with a young woman outside. A dietitian leans toward a client. Demand ## Is interest in open disclosure rising? It is: Australian searches for “open disclosure” averaged 37.6 across 2025 and 67.7 from January to September 2026 ([Google Trends](https://trends.google.com/trends/explore?date=2019-09-01%202026-09-20&geo=AU&q=open%20disclosure,aged%20care%20complaints,serious%20incident%20response%20scheme)). Search interest in Australia: open disclosure and aged care complaints, 2020 to 2026 open disclosure aged care complaints See the data (Google Trends index, yearly mean) 2020 2021 2022 2023 2024 2025 2026 (Jan to Sep) open disclosure 32.8 40.1 39.7 38.0 33.8 37.6 67.7 aged care complaints 31.3 28.2 25.8 25.1 23.8 25.7 26.4 Relative search index (0 to 100 within the query set), 2020 to September 2026. Source: [Google Trends, Australia](https://trends.google.com/trends/explore?date=2019-09-01%202026-09-20&geo=AU&q=open%20disclosure,aged%20care%20complaints,serious%20incident%20response%20scheme), captured 26 September 2026. ### Open disclosure searches peaked in May 2026 Searches for aged care complaints stayed between 23.8 and 31.3. In the UK, “duty of candour” rose from 53.4 (2020) to 75.8 (2025) ([Google Trends](https://trends.google.com/trends/explore?date=2019-09-01%202026-09-20&geo=GB&q=duty%20of%20candour,restraint%20training,restrictive%20practices)). So what for you: Families may arrive knowing the term; staff should be able to explain it. An older woman speaks to a visitor. A garden bench, seen through the headset. A resident gestures beside a facilitator. A support worker at a kitchen bench. ### Who needs the training 414,000 direct care staff worked across Australian aged care in 2023 ([AIHW workforce survey](https://www.gen-agedcaredata.gov.au/getmedia/6f6d19d5-fc75-4b0d-9446-d7c950c76787/2023_ACPWS_Summary_Report.pdf)), and 707 providers ran 2,590 residential services in June 2025 ([AIHW GEN](https://www.gen-agedcaredata.gov.au/topics/providers-of-aged-care)). A nurse crouches beside a bed. ### England and the US England has 30,000 CQC-regulated adult social care establishments and 1.60 million filled posts in 2024/25 ([Skills for Care](https://www.skillsforcare.org.uk/Adult-Social-Care-Workforce-Data/workforceintelligence/resources/Reports/National/The-state-of-the-adult-social-care-sector-and-workforce-in-England-2025-Executive-Summary.pdf)); the US has 14,690 certified nursing homes ([CMS](https://data.cms.gov/provider-data/api/1/datastore/query/4pq5-n9py/0)). The evidence ## Which reports and datasets does this rest on? A row per source, with what it counts and what it found. Reports and datasets behind the findings Study Design Sample What was measured Result ACQSC (2020 to 2024), [Annual Reports](https://www.agedcarequality.gov.au/sites/default/files/media/acqsc-annual-report-2023-24.pdf) Regulator annual reports All complaints to the Commission Complaints received 7,828 to 9,566 ACQSC (2025), [Sector Performance Report, April to June 2025](https://www.agedcarequality.gov.au/sites/default/files/media/sector-performance-report-for-quarter-4-april-june-2025.pdf) Quarterly regulator data Residential care Complaints, SIRS 5,077 to 6,302 a year ACQSC (2025), [Sector Performance Report, July to October 2025](https://www.agedcarequality.gov.au/sites/default/files/media/sector-performance-report-for-july-october-2025.pdf) Quarterly regulator data Residential and home services Complaints and rate 1,811; rate 1.1 ACQSC (2026), [Good complaints practice for providers](https://www.agedcarequality.gov.au/contact-us/complaints-feedback/good-complaints-practice-providers) Regulator guidance Registered providers Open disclosure steps Includes saying sorry NHS England (2024), [Data on Written Complaints in the NHS](https://digital.nhs.uk/data-and-information/publications/statistical/data-on-written-complaints-in-the-nhs/2023-24) National statistics All NHS written complaints Complaints by subject 241,922; communications 17.1% NSW HCCC (2025), [Annual Report 2024-25](https://www.hccc.nsw.gov.au/ArticleDocuments/75/NSW%20Health%20Care%20Complaints%20Commission2024-25%20Annual%20Report.pdf.aspx) Regulator annual report NSW health complaints Complaints and issues 10,500; communication 11.7% ACL (2026), [NORS Multi-Year Complaint Trend](https://live-norc.pantheonsite.io/wp-content/uploads/2026/07/NORS_MultiYrTrendFFY-2021_2022_2023_2024_2025.xlsx) Ombudsman program data US nursing facilities Complaints by type D05 up 47% CMS (2026), [Health Deficiencies](https://data.cms.gov/provider-data/api/1/datastore/query/r5ix-sfxw/0) Survey citations US nursing homes Tag F585 grievances 694 citations in 2025 CQC (2026), [List of prosecutions](https://www.cqc.org.uk/about-us/how-we-do-our-job/prosecutions) Enforcement list Prosecutions since 2009 Regulation breached 5 of 130 for candour AIHW (2024), [2023 Aged Care Provider Workforce Survey](https://www.gen-agedcaredata.gov.au/getmedia/6f6d19d5-fc75-4b0d-9446-d7c950c76787/2023_ACPWS_Summary_Report.pdf) Provider survey Australian aged care providers Staff by role 414,000 direct care Decisions ## What does this mean for a buyer? 5 decisions, in the order a complaint meets them. - Train the opening conversation. Communication tops home services complaints and makes up 17.1% of English hospital and community complaints; the training is a provider duty (r 165-20(1)(e)). - Rehearse open disclosure with the apology in it. The Commission’s steps include saying sorry; in England 5 of 130 CQC prosecutions were for candour. - Use it for complaints as well as incidents. Residential complaints reached 1,811 in July to September 2025, and each complaint matter needs an open disclosure process. - Benchmark on the rate. The sector rate rose from 0.8 to 1.1 per 10,000 occupied bed days; read your own rise as the Commission does, as trust or as a failing system. - Plan for Priority 2 conversations. Priority 2 notifications rose 35% in under 3 years; force made up 7,221 of 14,824 reports in April to June 2025. Board paper lines, ready to paste into a business case Complaints about Australian residential aged care rose from 5,077 (2022-23) to 6,302 (2024-25) and reached 1,811 in July to September 2025 (Aged Care Quality and Safety Commission, Sector Performance Reports). Since 1 November 2025, providers must use an open disclosure process for complaint matters and incidents, and must train workers to recognise, respond to and escalate complaints ([Aged Care Rules 2025](https://www.legislation.gov.au/F2025L01173/2026-08-01/2026-08-01/text/original/epub/OEBPS/document_1/document_1.html), r 165-35(2), r 164-40 and r 165-20(1)(e)). Communication is a top complaint subject beyond aged care, at 17.1% of English hospital and community complaints (NHS England, 2023-24) and 11.7% of issues in NSW health complaints (Health Care Complaints Commission, 2024-25). A younger man near an older woman. A clinician leans in; a woman listens. A physiotherapist beside a seated woman. ## Limits and method The series count complaints and notifications, not the quality of care or how often disclosure happens. - Later reports restate annual totals slightly; each year here comes from its own [ACQSC annual report](https://www.agedcarequality.gov.au/sites/default/files/media/acqsc-annual-report-2023-24.pdf). - Quarterly counts are Figure 10 data labels (April to June 2025 report); 2022-23 and 2023-24 quarter order is read from the chart layout. - SIRS sums from the quarterly chart (56,955 for 2023-24) differ from the annual report’s 56,841, which leaves out unprioritised notifications. - SIRS began in April 2021 (residential) and October to December 2022 (home services). - The Sector Performance Reports pause after July to October 2025, and data from 1 November 2025 sits on a new basis under the [Aged Care Act 2024](https://www.legislation.gov.au/C2024A00104/2025-11-01/2025-11-01/text/original/epub/OEBPS/document_1/document_1.html), so no chart crosses that date. - NHS 2020-21 is a pandemic low; the NHS 2024-25 total was not read. - NORS counts ombudsman complaints (sheet Complaint Type NF) by federal fiscal year, October to September, not facility grievances. CMS Health Deficiencies is a rolling 3-year window. - CQC counts prosecutions, not charges; regulation 20A (display of ratings) is a different offence, left out. - Google Trends is relative within each query set and country; 2026 is a part year. - No public count of open disclosure conversations appears in the Commission’s reports; evidence on complaints training outcomes was outside this read. - Every source was read on 26 September 2026. ## Where PTR fits PTR builds VR and AI roleplay practice for the conversations these rules describe: hearing a complaint, explaining what happened and saying sorry. Start with [training for aged care educators](https://peopletechrevolution.com/training/for-aged-care-and-home-care-educators) and [difficult conversations](https://peopletechrevolution.com/training/difficult-conversations), plan with [how a pilot runs](https://peopletechrevolution.com/training/how-a-pilot-runs), and see [AI roleplay practice](https://peopletechrevolution.com/ai/ai-roleplay-practice), [immersive training and roleplay](https://peopletechrevolution.com/training/vr-training-and-roleplay) and [aged care and disability](https://peopletechrevolution.com/work/industries/aged-care-disability). - [Restrictive practices](https://peopletechrevolution.com/insights/restrictive-practices-training-requirements) - [Quality of life and VR](https://peopletechrevolution.com/insights/vr-aged-care-qut-study) - [Designing a scenario](https://peopletechrevolution.com/insights/design-de-escalation-scenario-debrief) - [Evaluating a pilot](https://peopletechrevolution.com/insights/evaluate-de-escalation-training-pilot) ## Cite this research Free to quote and cite with a link to this page. Name the version you read, so readers can see what has changed since. APA 7 Loza, K. (2026, September 27). Residential aged care complaints up 24% in 2 years: what the rules now ask of open disclosure and training (Version 2.0). People Tech Revolution. https://peopletechrevolution.com/insights/aged-care-complaints-open-disclosure Copy citation Data: ACQSC annual reports 2019-20 to 2023-24 and Sector Performance Reports (April to June 2025, July to October 2025); NHS England Data on Written Complaints; NSW HCCC and Victorian HCC annual reports; ACL NORS workbooks; CMS Health Deficiencies; the CQC prosecutions list; the Australian, English and US legislation in Sources; Google Trends. Read 26 September 2026. ### Version history Version Date What changed Version 2.0 27 September 2026 Rebuilt on national data: ACQSC complaints and serious incident series, NHS England, NSW and Victorian complaints, US ombudsman and CMS data, CQC prosecutions, search demand. Version 1.0 25 September 2026 First published. ## Sources Each report, dataset and rule at its publisher. ### [Aged Care Quality and Safety Commission (2025). Sector Performance Report, Q4 April to June 2025. Aged Care Quality and Safety Commission](https://www.agedcarequality.gov.au/sites/default/files/media/sector-performance-report-for-quarter-4-april-june-2025.pdf) Aged Care Quality and Safety Commission Complaints and SIRS, 2022 to 2025. ### [Aged Care Quality and Safety Commission (2025). Sector Performance Report, July to October 2025. Aged Care Quality and Safety Commission](https://www.agedcarequality.gov.au/sites/default/files/media/sector-performance-report-for-july-october-2025.pdf) Aged Care Quality and Safety Commission Latest quarter before the new Act. ### [Aged Care Quality and Safety Commission (2024). Annual Report 2023-24. Aged Care Quality and Safety Commission](https://www.agedcarequality.gov.au/sites/default/files/media/acqsc-annual-report-2023-24.pdf) Aged Care Quality and Safety Commission Complaints and SIRS, 2023-24. ### [Aged Care Quality and Safety Commission (2020). Annual Report 2019-20. Aged Care Quality and Safety Commission](https://www.agedcarequality.gov.au/sites/default/files/media/ACQSC_AR2019-20_FULL_FINAL.pdf) Aged Care Quality and Safety Commission Complaints since 2018-19. ### [Aged Care Quality and Safety Commission (2026). Good complaints practice for providers. Aged Care Quality and Safety Commission](https://www.agedcarequality.gov.au/contact-us/complaints-feedback/good-complaints-practice-providers) Aged Care Quality and Safety Commission Open disclosure steps. ### [Commonwealth of Australia (2025). Aged Care Rules 2025, Compilation No. 10. Federal Register of Legislation](https://www.legislation.gov.au/F2025L01173/2026-08-01/2026-08-01/text/original/epub/OEBPS/document_1/document_1.html) Federal Register of Legislation Complaints, incidents, open disclosure. ### [Commonwealth of Australia (2024). Aged Care Act 2024. Federal Register of Legislation](https://www.legislation.gov.au/C2024A00104/2025-11-01/2025-11-01/text/original/epub/OEBPS/document_1/document_1.html) Federal Register of Legislation Statement of Rights, complaints. ### [UK Government (2014). The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, regulation 20. legislation.gov.uk](https://www.legislation.gov.uk/uksi/2014/2936/regulation/20) legislation.gov.uk Duty of candour. ### [Care Quality Commission (2026). Regulation 20: Duty of candour. CQC](https://www.cqc.org.uk/guidance-regulation/providers/regulations-service-providers-and-managers/health-social-care-act/regulation-20) Care Quality Commission The apology. ### [Care Quality Commission (2026). Prosecutions brought by CQC. CQC](https://www.cqc.org.uk/about-us/how-we-do-our-job/prosecutions) Care Quality Commission Prosecutions list. ### [NHS England (2024). Data on Written Complaints in the NHS, 2023-24. NHS England Digital](https://digital.nhs.uk/data-and-information/publications/statistical/data-on-written-complaints-in-the-nhs/2023-24) NHS England Digital Complaints by subject. ### [NSW Health Care Complaints Commission (2025). Annual Report 2024-25. HCCC](https://www.hccc.nsw.gov.au/ArticleDocuments/75/NSW%20Health%20Care%20Complaints%20Commission2024-25%20Annual%20Report.pdf.aspx) NSW Health Care Complaints Commission Complaints and issues. ### [Health Complaints Commissioner (2025). Annual Report 2024-25. HCC Victoria](https://hcc.vic.gov.au/sites/default/files/media-document/17062%20HCC%20Annual%20Report%202024-25_A02.01%20FINAL_compressed_0.pdf) Health Complaints Commissioner, Victoria Complaints received. ### [US Government (2026). 42 CFR 483.10 Resident rights. eCFR](https://www.ecfr.gov/current/title-42/chapter-IV/subchapter-G/part-483/subpart-B/section-483.10) eCFR Grievances and notification. ### [Administration for Community Living (2026). NORS Multi-Year Complaint Trend FFY2021-2025. ACL](https://live-norc.pantheonsite.io/wp-content/uploads/2026/07/NORS_MultiYrTrendFFY-2021_2022_2023_2024_2025.xlsx) Administration for Community Living Ombudsman complaints. ### [CMS (2026). Health Deficiencies. CMS Provider Data](https://data.cms.gov/provider-data/api/1/datastore/query/r5ix-sfxw/0) CMS Provider Data Grievance citations. ### [AIHW and Department of Health and Aged Care (2024). 2023 Aged Care Provider Workforce Survey: Summary report. GEN Aged Care Data](https://www.gen-agedcaredata.gov.au/getmedia/6f6d19d5-fc75-4b0d-9446-d7c950c76787/2023_ACPWS_Summary_Report.pdf) GEN Aged Care Data Aged care workforce. ### [Google (2026). Google Trends: open disclosure, Australia. Google Trends](https://trends.google.com/trends/explore?date=2019-09-01%202026-09-20&geo=AU&q=open%20disclosure,aged%20care%20complaints,serious%20incident%20response%20scheme) Google Trends Search interest.