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Complaints we assist with

We accept two types of complaints:

  • complaints to the Ombudsman

  • privacy complaints to the Commissioner

 

Find out more about FOI review

Ombudsman complaints

We accept complaints about how the Australian Health Practitioner Regulation Agency (Ahpra) and the National Boards have handled matters including:

  • notifications about registered health practitioners
  • registration matters
  • personal information
  • Freedom of Information (FOI) requests.

We also accept complaints to the Ombudsman about how accreditation authorities handle matters in areas such as:

  • the accreditation of an education provider or program of study
  • the assessment of an overseas qualified practitioner.

We can also assist with complaints about the delivery of a specialist medical college’s training program or the assessment of a specialist international medical graduate.

Find out more about complaints to the Ombudsman

Most people who contact us want to make a complaint to the Ombudsman. Complaints related to Ahpra or a National Board’s handling of a matter are usually about the notifications and registration processes for the 16 registered health professions in Australia.

Complainants commonly raise concerns about how Ahpra and the National Boards communicated with them, delayed the processing of a matter or applied a policy or procedure.

Communication problems, delays in progressing matters, unfair policies and procedures, not considering all relevant information, inadequate reasons for decisions and failing to respond to complaints

Complaints about the handling of registration matters generally relate to three key areas:

  • delays in the processing and assessment of applications for registration and renewals of registration
  • unfair processes or policies related to assessing applications for registration
  • registration fees.

We generally receive fewer complaints to the Ombudsman about privacy or FOI-related matters.

Find out more about complaints to the Ombudsman

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Commissioner complaints

We accept complaints about how Ahpra, the National Boards, accreditation authorities and specialist medical colleges have handled personal information, including the collection, use or disclosure of someone’s personal information.

Find out more about complaints to the Commissioner

Complaints we cannot consider

We cannot consider complaints about whether Ahpra, a National Board, an accreditation authority or specialist medical college made the right or wrong decision about a regulatory matter. For example, we cannot assess whether a National Board’s decision to take action against a health practitioner was correct. Instead, we look at whether the way the matter was handled was fair and reasonable.

Our office may suggest alternative ways for complainants to raise their concerns about issues our office cannot consider. Find out more about making other health complaints.

The following stories demonstrate how our office may approach a complaint made to our office about the notifications process that involves issues we can and cannot consider.

Please note that these stories are illustrative only and do not reflect a specific individual’s experience with our office.

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John's complaint

John, a health practitioner, made a complaint to the Ombudsman because he believed a notification lodged about him was not made in good faith. He wants the notification to be dismissed and for Ahpra and the National Board to stop investigating it.

Our office advised John that Ahpra and the National Board are required to consider each valid notification they receive. We cannot force Ahpra or a National Board to dismiss a notification or stop investigating a notification.

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Sally’s complaint

Sally made a complaint to our office about a National Board’s decision to take no further action in relation to a notification she had made.

Sally told our office that the National Board did not consider all relevant information about the notification. She also believed there was a Board member who did not declare that they had a conflict of interest before the National Board made its decision.

Our office advised Sally that we could consider and assess her concerns. This is because they relate to whether Ahpra and the National Board correctly followed processes and procedures relevant to the handling of notifications.

Find out more

Can’t find what you’re looking for? Give us a call on 1300 795 265