If you're reading this, you need to understand exactly what training is required for Outcome 2.6a Complaints and Feedback Management for Aged Care Workers under the Strengthened Aged Care Quality Standards. This outcome is critical for creating a workplace culture where workers feel safe to raise concerns, provide feedback, and contribute to service improvement without fear of reprisal. Getting this training right isn't just about having a complaints box on the wall - it's about building an organisation where transparency drives improvement, where workers' voices shape quality systems, and where every concern becomes an opportunity to strengthen care delivery.
Outcome 2.6a sits within Standard 2 - The Organisation, which sets expectations for governance and operations. This outcome specifically addresses how providers must encourage and support aged care workers to make complaints and give feedback about service delivery, whilst ensuring transparent management and using this input to drive continuous improvement.
Bottom Line Up Front: Outcome 2.6a requires comprehensive training that ensures all workers understand their right to provide feedback and raise complaints without retribution, know how to access multiple feedback mechanisms, can articulate concerns effectively, and actively contribute to learning and improvement cycles. Your workers must demonstrate they understand what constitutes actionable feedback, know how to escalate concerns appropriately, can participate in resolution processes, and see evidence that their input drives real change. The training must address not just complaint processes, but the broader feedback ecosystem including open disclosure, positive feedback, confidentiality, and organisational learning.
Let's walk through exactly what this means for your training programmes and how to build a feedback culture that protects service quality whilst empowering workers to speak up confidently.
Understanding What Outcome 2.6a Actually Requires
Under the strengthened standards, providers must encourage and support aged care workers to make complaints and give feedback about service delivery without reprisal. The government guidance emphasises this is about creating "an environment of confidence and trust within your workforce and organisation."
The outcome breaks down into five critical actions:
Action 2.6.1: Comprehensive System Implementation
Requirement: Implement a complaints and feedback management system to receive, record, respond to and report on complaints and feedback.
What This Means: Every worker must understand the feedback framework, from recognising opportunities to provide input to understanding how feedback drives improvement.
Action 2.6.2: Encouraging and Supporting Complaints and Feedback
Requirement: Encourage and support workers to make complaints and give feedback including supporting access to advocates and services.
What This Means: Workers need to know multiple pathways exist for providing feedback and that support is available throughout the process.
Action 2.6.3: Timely Resolution with Open Disclosure
Requirement: Take timely action to resolve complaints and use open disclosure processes when things go wrong.
What This Means: Training must address how feedback triggers action and how transparency builds trust.
Action 2.6.4: Data Analysis and Reporting
Requirement: Collect and analyse complaints and feedback data. Report outcomes to governing body and workers.
What This Means: Understanding how individual feedback contributes to organisation-wide learning and improvement.
Action 2.6.5: System Effectiveness
Requirement: Regularly review and improve effectiveness of complaints and feedback management system.
What This Means: Building capability in evaluating whether the system works and adapting based on outcomes.
Critical Scope Requirements
The government guidance specifically identifies that feedback and complaints management for workers encompasses:
| Requirement Category | Elements |
|---|---|
| Multiple Feedback Mechanisms | Formal complaint and feedback channels • Complaints escalation process • Anonymous surveys or questionnaires • Feedback forms • Worker forums or feedback panels • Regular individual and/or team meetings • Union representation |
| Diverse Feedback Methods | Verbal feedback • Written feedback • Digital feedback • Open feedback • Confidential feedback • Anonymous feedback |
| Key System Features | Clear processes, roles and responsibilities • Confidentiality protections (aligned with Outcome 2.7) • Protection from retribution • Reduced administrative burden • Timely escalation pathways • Access to external complaints mechanisms • Positive feedback recognition • Open disclosure integration (Outcome 2.3) |
The Four Essential Training Areas You Need
Based on Outcome 2.6a 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 Feedback Systems | 2 hours initial 1 hour annual |
Feedback mechanisms, complaint processes, system navigation, worker rights | • Standard 2: The Organisation (15m) • Strengthened Aged Care Quality Standards (30m) • Person-Centred, Rights-Based Care (12m) |
System knowledge Rights understanding |
| Area 2: Communication and Feedback Skills | 2.5 hours initial 1.5 hours annual |
Effective feedback delivery, difficult conversations, constructive communication, documentation | • Communicating in Aged Care (24m) • Holding Difficult Conversations (30m) • Customer Service (29m) • Documentation in Aged Care (25m) |
Communication scenarios Documentation practice |
| Area 3: Speaking Up Safely | 2 hours initial 1 hour annual |
Whistleblowing, protection mechanisms, escalation pathways, advocacy access | • Whistleblowing in Aged Care: Speaking Up Safely (21m) • The Code of Conduct for Aged Care (15m) • Bullying, Harassment and Discrimination in the Workplace (25m) |
Speaking up confidence Protection knowledge |
| Area 4: Incident and Complaint Integration | 2.5 hours initial 1 hour annual |
Relationship between incidents and complaints, SIRS connections, reporting requirements, open disclosure | • Serious Incident Response Scheme (40m) • Incident Report Writing (30m) • Duty of Care (29m) |
Integration understanding Reporting compliance |
Breaking Down Each Training Area
Area 1: Understanding Feedback Systems - The Foundation
The guidance emphasises that feedback and complaints management must include "how you will encourage and support workers to provide feedback and make complaints." This requires clear understanding of available mechanisms and how they work.
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 system understanding training must address three critical competencies:
| Competency | Training Focus | Practice Application |
|---|---|---|
| Feedback Mechanism Knowledge | Understanding all available channels, Knowing when to use each mechanism, Accessing support services | Workers can describe: Formal complaint pathways, Anonymous feedback options, Meeting-based feedback, Union representation access |
| Worker Rights | Right to provide feedback without reprisal, Right to confidentiality, Right to advocacy support, Right to know outcomes | Workers know: Protection mechanisms, Confidentiality processes, Support availability, Outcome communication |
| System Navigation | How to initiate feedback, How to escalate concerns, How to track progress, How to access results | Workers demonstrate: Appropriate channel selection, Escalation pathways, Follow-up processes, Outcome verification |
Area 2: Communication and Feedback Skills - The Practice
The guidance requires providers to "consider the different ways workers would like to give feedback and make complaints" including verbal, written, digital, open, confidential and anonymous options. This requires sophisticated communication skills.
Critical Communication Training Components:
- Complete Communicating in Aged Care (24 minutes) for foundational skills
- Add Holding Difficult Conversations (30 minutes) for challenging feedback
- Include Customer Service (29 minutes) for constructive approaches
- Add Documentation in Aged Care (25 minutes) for written feedback
Communication protocols must address:
| Feedback Type | Communication Approach | Training Elements |
|---|---|---|
| Positive Feedback | Specific observations, Impact description, Recognition intent | Strengths identification, Positive framing, Team sharing |
| Constructive Feedback | Objective description, Impact explanation, Improvement focus | Factual language, Solution orientation, Non-blame approach |
| Urgent Concerns | Clear problem statement, Safety implications, Immediate action request | Escalation clarity, Priority communication, Follow-up tracking |
| Systemic Issues | Pattern identification, Evidence collection, Organisational impact | Trend observation, Data gathering, System analysis |
Area 3: Speaking Up Safely - The Cultural Shift
The guidance emphasises that workers must be able to provide feedback "without fear of reprisal" with explicit protection mechanisms. This requires building confidence and understanding protection systems.
Speaking Up Training Priorities:
Start with Whistleblowing in Aged Care: Speaking Up Safely (21 minutes) for protection understanding, then add:
| Worker Concern | Protection Mechanisms | Training Required |
|---|---|---|
| Fear of Retaliation | Legal protections, Policy safeguards, Support services | Whistleblowing in Aged Care (21m) The Code of Conduct (15m) |
| Workplace Relationships | Confidential pathways, Anonymous options, External reporting | Bullying, Harassment and Discrimination (25m) Duty of Care (29m) |
| Career Concerns | Documentation of protections, Grievance procedures, Fair Work rights | The Code of Conduct (15m) Holding Difficult Conversations (30m) |
Protection Mechanisms Workers Must Understand:
- Confidentiality Options: How information is kept confidential if the worker requests it (aligned with Outcome 2.7)
- Anonymous Pathways: When and how anonymous feedback can be provided and actioned
- Retribution Protection: Specific policies and legal protections preventing negative consequences
- Support Services: Access to advocates and external services throughout the process
- Escalation Rights: Pathways to escalate if concerns aren't addressed or retaliation occurs
Area 4: Incident and Complaint Integration - The System Connection
The guidance notes that feedback and complaints management should "include guidance and information on how to practise open disclosure (Outcome 2.3) when things go wrong." This requires understanding the relationship between complaints and incidents.
Integration-Focused Modules:
- Serious Incident Response Scheme (40 minutes) for SIRS understanding
- Incident Report Writing (30 minutes) for documentation skills
- Duty of Care (29 minutes) for responsibility framework
Integration points must address:
| Integration Area | Connection Points | Training Requirements |
|---|---|---|
| Incident Reporting | When complaints relate to incidents, SIRS notification requirements, Dual reporting needs | Understanding overlap, Knowing triggers, Avoiding duplication |
| Open Disclosure | When feedback identifies harm, Disclosure to affected parties, Learning from mistakes | Disclosure processes, Transparency requirements, Improvement focus |
| Quality System | Feeding feedback into performance monitoring (Outcome 2.3), Trend identification, Improvement tracking | Data contribution, System integration, Outcome visibility |
| Risk Management | Using feedback to identify risks (Outcome 2.4), Prevention strategies, System improvements | Risk identification, Prevention input, Safety enhancement |
Implementation Pathways by Role
Different roles require different training emphases whilst ensuring comprehensive coverage:
| Role Category | Core Modules (Mandatory) | Extended Modules | Annual Refresh |
|---|---|---|---|
| Care Workers | Standard 2 (15m) Communicating (24m) Whistleblowing (21m) |
Customer Service (29m) Documentation (25m) |
Feedback mechanisms Protection updates |
| Clinical Staff | Standard 2 (15m) SIRS (40m) Incident Writing (30m) |
Difficult Conversations (30m) Duty of Care (29m) |
Clinical feedback Integration processes |
| Team Leaders | Full feedback suite Difficult Conversations (30m) Bullying & Harassment (25m) |
All Strengthened Standards Open disclosure training |
Leadership in feedback Culture measurement |
| Managers | All core modules All communication modules Full Standards training |
System design training Investigation certification |
Regulatory updates System evaluation |
Context-Specific Training Requirements
Home and Community Care Settings
Workers in home and community settings require additional training addressing:
- Isolated Work Environments: Feedback mechanisms when working alone
- Multiple Service Locations: Consistent feedback processes across sites
- Informal Feedback Opportunities: Recognising and capturing informal concerns
Required Module: Strengthened Aged Care Quality Standards: Home Care (25 minutes)
Culturally Diverse Workforces
Workers from culturally and linguistically diverse backgrounds require training that addresses:
- Cultural Communication Styles: How different cultures approach feedback and complaints
- Language Support: Access to interpreters and translation services
- Cultural Safety: Ensuring feedback processes are culturally appropriate
Required Module: Culturally Safe, Trauma-Aware and Healing-Informed Care (25 minutes)
Additional Support Resources
- Record Keeping: Record Keeping and Documentation for Non-Clinical Staff (10 minutes) for accurate feedback documentation
Evidence Requirements for Accreditation
Commission assessors will look for specific evidence demonstrating Outcome 2.6a compliance:
| Evidence Type | What to Demonstrate | How to Prepare |
|---|---|---|
| Training Records | Completion rates by role, Refresher compliance, Competency assessments | 100% completion tracked, Annual updates documented, Assessment records |
| Feedback Mechanisms | Multiple accessible pathways, Anonymous options available, Support service connections | Documented mechanisms, Usage data, Accessibility evidence |
| Feedback Register | All feedback recorded, Categorisation accuracy, Resolution tracking | Comprehensive log, Appropriate categorisation, Timely responses |
| Action Records | Feedback investigation, Resolution actions, Improvement implementation | Investigation reports, Action plans, Implementation evidence |
| Reporting Evidence | Governing body reporting, Worker outcome communication, Trend analysis | Regular reports, Communication records, Pattern identification |
| Cultural Indicators | Feedback rates, Worker confidence surveys, Resolution satisfaction | Increasing feedback (positive), Confidence metrics, Satisfaction data |
Critical Integration Points
Outcome 2.6a connects extensively with other standards as noted in the guidance:
- Outcome 1.2 (Dignity and Respect): Workers treated respectfully when raising concerns - Complete Person-Centred, Rights-Based Care (12 minutes)
- Outcome 2.2a (Quality Culture): Culture that supports speaking up - Complete Strengthened Aged Care Quality Standards (30 minutes)
- 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
- Outcome 2.6b (Consumer Feedback): Parallel system for consumer complaints requiring coordination
- Outcome 2.7 (Information Management): Confidential management of feedback data
- Outcome 2.9 (Human Resources): Feedback informs training needs and performance issues
Measuring Training Effectiveness
The guidance emphasises that success is measured by worker confidence. Monitor these indicators:
| Measurement Domain | Specific Metrics | Target Indicators |
|---|---|---|
| Worker Confidence | Feedback submission rates, Confidence surveys, Anonymous vs identified ratio | Increasing submission rates, High confidence scores |
| Resolution Timeliness | Time to acknowledgement, Time to resolution, Closure satisfaction | Complaints closed appropriately, Workers feel heard |
| System Accessibility | Multiple mechanism usage, Support service access, Language service requests | Diverse pathway usage, Equity of access |
| Organisational Learning | Improvements implemented, Policy changes from feedback, Training updates | Demonstrable changes, Visible improvements |
| Protection Effectiveness | Retribution reports (should be zero), Escalation usage, External advocacy involvement | No retaliation, Appropriate escalation, Protected reporting |
| Positive Feedback | Recognition submissions, Strengths identification, Good practice sharing | Balanced feedback, Positive culture |
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 • Timely response and resolution • Visible action on feedback • Transparent outcome communication • Recognition of positive feedback |
| Worker Responsibilities | Constructive feedback provision • Use of appropriate mechanisms • Fact-based observations • Solution-oriented approach • Follow-up engagement • Positive feedback sharing |
| Leadership Responsibilities | Modelling openness to feedback • Visible responsiveness to concerns • Protection of workers who speak up • Regular communication of outcomes • Celebration of improvements • Continuous system improvement |
Remember the Foundation
Outcome 2.6a creates the feedback system that transforms worker observations into service improvements. The government guidance makes clear this isn't just about having a complaints process, it's about creating an environment where workers confidently share observations, concerns and ideas because they trust their input matters and will be acted upon without negative consequences.
When complaints and feedback management works effectively, when workers instinctively share concerns, when positive observations are recognised, when feedback drives visible improvements, when protection mechanisms actually protect, you create an organisation that learns from its own workforce. 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 worker feedback is an opportunity for improvement. When your training helps workers see feedback this way, not as risky criticism but as valuable contribution, you've achieved what Outcome 2.6a envisions: a system that strengthens quality through workforce engagement.
