Community Care Common Standards

In 2012, what was formerly the Home and Community Care (HACC) Program was split into the Commonwealth HACC Program and NSW Community Care Support Program (CCSP).

It is a requirement of HACC/CCSP funding that service agencies meet the Community Care Common Standards, which are reflected in their operational policy and procedures. To ensure that this happens, all services are subject to a self assessment and validation by the funding body.

The Community Care Common Standards have been developed jointly by the Australian Government and State and Territory Governments. The Common Standards are one part of a series of broader community care reforms across these and other Australian Government community aged care programs, including Community Aged Care Packages (CACP), Extended Aged Care at Home (EACH) and National Respite for Carers Program (NRCP).

The Community Care Common Standards replaced the HACC National Standards on 1 March 2011 and cover:

Standard 1: Effective Management
Standard 2: Appropriate Access & Service Delivery
Standard 3: Service User Rights & Responsibilities

Each Standard is underpinned by a number of Expected Outcomes.

Click here for more information about the Common Standards.

Service User Rights & Responsibilities


Information Provision

Each service user, or prospective service user, is provided with information (initially & on an ongoing basis) in a format appropriate to their needs to assist them to make service choices & gain an understanding of the services available to them & their rights & responsibilities.

Privacy & Confidentiality

Each service user's right to privacy, dignity & confidentiality is respected including the collection, use & disclosure of personal information.

Complaints & Service User Feedback

Complaints & service user feedback are dealt with fairly, promptly, confidentially & without retribution.


Each service user's (&/or their representative's) choice of advocate is respected by the service provider & the service provider will, if required, assist the service user (&/or their representatives) to access an advocate.


The independence of service users is supported, fostered & encouraged.