Complaint process

Our office accepts complaints via email, post or phone.

Find out more about how to make a complaint

Complaints can be made anonymously or by using a fake name (pseudonym). We also accept complaints made on a confidential basis.

Learn more about anonymous or confidential complaints

We aim to acknowledge receipt of a complaint within three working days.

When we receive a complaint, we first consider whether we can look into the issue being raised. Our office can assist with complaints about how the Australian Health Practitioner Regulation Agency (Ahpra), the National Boards and accreditation authorities and specialist medical colleges have handled a matter. Find out more about complaints we assist with.

We may suggest that a complaint could be better addressed by another organisation and provide the complainant with the contact details of that organisation. Find out more about other health complaints.

Once we have determined that we can deal with a complaint, we carefully consider the most appropriate way to address the concerns raised. We may:

• make preliminary inquiries
• start an investigation
• transfer the complaint directly to Ahpra for a response
• attempt conciliation (in relation to privacy complaints made to the Commissioner)
• decide not to take any further action.

We aim to connect the complainant with their case officer within 10 working days.

Complaints to the Ombudsman

For complaints made to the Ombudsman, the investigator will provide the complainant with a detailed explanation of the decision about the complaint.

Our office may:

• provide (or suggest that Ahpra, a National Board, an accreditation authority or specialist medical college provides) a better explanation of the decision or action being complained about
• speed up the processing of a delayed matter
• suggest that an apology be offered
• suggest that a process or policy be reviewed or changed
• suggest that a decision be reconsidered
• decide that the handling of the matter was reasonable and take no further action.

The Ombudsman does not have the power to force Ahpra, a National Board, an accreditation authority or a specialist medical college to change a decision they have made.

However, when appropriate, the Ombudsman can make formal comments or suggestions for improvement.

Find out more about complaint outcomes

Complaints to the Commissioner

For complaints made to the Commissioner, the investigator will provide the complainant with a detailed explanation of the final decision.

Our office may decide:

• what action should be taken to resolve a complaint
• whether compensation should be awarded for any loss or damage suffered due to a breach of privacy
• decide that the handling of personal information was reasonable and take no further action.

Review of the complaint assessment or outcome

Our office offers an internal review of decisions made by staff.

Applications for an internal review need to explain why the complainant is dissatisfied with the decision made about their complaint.

If an internal review application is successful, an internal review will be completed by a staff member who has not previously made a decision regarding the complaint. This review will consider whether:

• the complaint was handled fairly
• all the issues raised in the complaint were appropriately addressed
• the decision reached was reasonable based on the available information
• the decision reached was adequately explained.

The potential outcomes of an internal review include the original decision being upheld, changed or referred to the staff member who originally had responsibility for the complaint to make further inquiries.

Find out more about the review of our decisions

Withdrawing a complaint

Complaints can be withdrawn at any stage. We will take no further action in relation to withdrawn complaints except to advise Ahpra, the accreditation authority or the specialist medical college it has been withdrawn or, in exceptional circumstances, to take action to prevent a serious risk of harm.