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Outcome and program structure

This section covers our performance against the outcome and program’s performance information set out in the Portfolio Budget Statements 2019–20.

Government outcomes are the intended results, impacts or consequences of actions by the government on the Australian community. Commonwealth programs are the primary vehicle by which government entities achieve the intended results of their outcome statements.

Entities are required to identify the programs that contribute to government outcomes over the Budget and forward years.

The Commission is responsible for a single government outcome as described below with its related program and the performance indicators and targets used to assess and monitor its performance in achieving the outcome.

Deliverables for the 2019–20 Portfolio Budget Statements for the Commission are under Outcome 1, Program 1.1 Quality Aged Care Services.

Outcome 1

Protect and enhance the safety, health, well-being and quality of life of aged care consumers, including through effective engagement with them, regulation and education of Commonwealth-funded aged care services providers and resolution of aged care complaints.

Program objective

The objective of Program 1.1 Quality Aged Care Services is to protect and enhance the safety, health, well-being and quality of life of aged care consumers through the accreditation, assessment and monitoring of aged care services that are subsidised by the Australian Government, and the timely and effective resolution of complaints about these services. The Commission aims to build confidence and trust in the provision of aged care services, empower consumers, advise providers on compliance with Quality Standards, and promote best practice service provision through engagement and education activities.

​Program delivery

How the program is delivered:

  • Consult with consumers to develop and promote best practice models for provider engagement with consumers.
  • Effectively assess and monitor aged care services against aged care standards.
  • Provide information and education to consumers, providers and the public to support the Commission’s functions.
  • Provide timely and effective resolution of complaints about aged care services.


The Commission has 39 performance measures in its 2019–20 Corporate Plan. The majority (27) were achieved and 10 were partially achieved and most of these are ongoing in the 2020–21 year. Two were not achieved, mainly due to activities impacted by COVID-19 and the need to divert resources to monitoring activities and areas of high risk.

The Commission’s regulatory program was adjusted in March 2020 to focus additional effort on risks arising from the COVID-19 pandemic and to ensure that providers were doing everything possible to keep aged care consumers safe. The Commission’s modified regulatory program increased the frequency of assessment contacts with providers, replaced unannounced site visits with ‘short-notice’ visits on a risk basis, deferred residential re-accreditation audits and reprioritised home services quality audits. Unannounced site visits were resumed in June 2020.

We also prioritised provision of information, guidance and education programs for providers and consumers in line with latest public health and clinical advice.

More information about our response to the COVID-19 pandemic is included in the Year in review section. Other factors that impacted on the Commission’s performance are outlined in the Report on performance section.

Table 11: Results against performance criteria

Portfolio Budget Statement performance criteria

2019–20 target


Reference in

Corporate Plan

Consult with consumers to develop and promote best practice models for provider engagement with consumers

Develop and promote best practice

models for provider engagement with consumers


A range of best practice models were developed in consultation with consumers and ongoing promotion of models and strategies is in place using resources developed

Priority three:

Enhance engagement of aged care consumers

Focus area

3.1: Consumer engagement project

Assess and monitor aged care services’ compliance with the Aged Care Quality Standards

Services are assessed against the aged

care standards

in accordance with the Rules and compliance monitoring is

targeted to areas of identified risk

Not achieved

Some statutory timeframes and activity levels not met for site and quality audits due to diversion of resources to areas of high risk,

including COVID-19 related risks

Priority five:

Deliver effective

risk-based regulation against the Aged Care Quality Standards

Focus area 5.2: Regulatory program

Complaints are resolved within 60 days

80 per cent

Not achieved

75 per cent of the 8,087 complaints resolved were resolved within 60 days compared

with 83 per cent of the 7,329 complaints

resolved in 2018–19. The performance criterion was not met due to increase in complaint numbers and complexity, and a surge in complaints arising from COVID-19

Priority four:

Deliver effective complaints resolution for aged care consumer

Focus area 4.1: Management of complaints