Recap of Service Agreements - Residential Aged Care

Date: Monday 26 October 2026

Time: 1pm to 2.30pm SA | 1.30pm to 3pm VIC, NSW, TAS, ACT | 10.30am to 12pm WA | 12pm to 1.30pm NT | 12.30pm to 2pm QLD

Audience: CEO’s, Executive Managers, Board Members, Facility Managers, Compliance & Quality Managers, Admissions & Administration Teams, Team Leaders, Managers and Coordinators in Residential Care Business Operations 

Presented by: Johanna Heaven from Russell Kennedy Lawyers

The Aged Care Act 2024 introduces a stronger rights-based framework, placing resident agreements at the centre of compliance, transparency and quality care delivery! 

Residential agreements are treated as: 

• Legal and regulatory safeguards for residents 

• Evidence of compliance with the new Act 

• A key indicator of your organisation’s governance and accountability 

Regulatory drivers include: 

• Aged Care Act 2024 (commenced 1 November 2025) 

• Strengthened Aged Care Quality Standards 

• Focus on dignity, choice, and informed decision-making 

It is a condition of registration that you enter into a service agreement, on or before the Start Day and providers must ensure agreements clearly demonstrate: 

• Informed consent 

• Resident rights and protections 

• Transparent pricing and services 

• In the webinar we will explore: 

• Key Requirements of Resident Agreements under the new Act 

• Key elements including variations and annual reviews

• Key changes that impact the agreements

• Aligning agreements with resident rights and informed consent 

• Accommodation, service fees & pricing transparency 

• What the ACQSC is reviewing during audits 

• Common compliance risks in residential agreements 

• Ensuring agreements reflect actual service delivery 

• Strategies to prepare your organisation for audit readiness 

• Q&A  

Johanna Heaven, Senior Associate Russell Kennedy Lawyers 

Johanna is a lawyer in aged care team who focuses on delivering quality and practical advice to her clients. She assists aged care providers in both Home and Community Care and residential care to comply with their responsibilities under the Aged Care Act 2024 and its Rules including the Aged Care Quality Standards as well as other relevant laws.

Johanna regularly assists aged care providers in responding to the Department of Health, Disability & Aged Care and Aged Care Quality and Safety Commission. She assists providers in managing resident/client complaints and guardianship issues, and delivers training to aged care boards, executives, facilities managers and staff. Johanna also assists with debt recovery for her aged care clients as well as drafting aged care agreements.

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