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It is essential that each aged care client is given equal access to the complaints system. Advocates and language services are a component of the Aged Care Quality Standards Standard 6: Feedback and Complaints.
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Clients have the right to speak up about the care they are receiving. Providers must ensure that every client has the ability to raise concerns about their care regardless of culture, language, impairment or other factors. If these barriers impede the client’s ability to access the complaint system, the provider is expected to give the client extra support that enables them to do so.
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