Incident, Feedback and Complaints Policy

Version 2.2 – Approved March 2025

ID: PY-CG-025
System: Care Governance
System owner: National Care Manager

Summary

This policy outlines how LDK Seniors’ Living reports, investigates, and resolves incidents, near misses, feedback, and complaints in alignment with the Aged Care Act 1997, the Strengthened Aged Care Quality Standards, and the Charter of Aged Care Rights.

It ensures a transparent and consistent approach to managing safety, quality, and resident experience across all LDK villages.
The policy sets out how LDK will:

• encourage open and honest reporting of incidents and feedback aligned with LDK’s Values and Code of Conduct
• protect resident rights and confidentiality throughout all investigations
• apply clear roles and responsibilities so all LDK people act to prevent, report, and address incidents and complaints
• respond in line with the Serious Incident Response Scheme (SIRS) and use open-disclosure principles when harm occurs
• rate incidents and complaints by level of harm (insignificant to critical) and escalate according to defined timeframes and procedures
• record and monitor events through LDK’s Real-Time Incident and Continuous Improvement (RICI) system to support continuous improvement

The full policy includes definitions, escalation and response timeframes, responsibilities under the SIRS, and references to related LDK policies such as the Choice and Decision-Making Policy, Work Health and Safety Policy, and Elder Abuse Policy.

Download the full policy

You can download the full document below for the complete policy wording and version control history.