Complaints

Complaints about Health Service Providers in Tasmania

The Office of the Health Complaints Commissioner is impartial, and we do not advocate for either side of a complaint. We act in the public interest to promote and protect the rights of consumers who use health services, and to improve the safety and quality of health services in Tasmania.

What we can help with

You can contact our office if you have a complaint about a health service provider in Tasmania. Health service providers include:

  • Health organisations such as public and private hospitals, and any health facility where a health service is provided such a medical clinics or community health.
  • Registered health practitioners such as medical practitioners, nurses, dentists, pharmacists and other health practitioners registered with Australian Health Practitioner Registration Agency (external link).

We assess complaints from health service consumers about the provision of health services in Tasmania. This can include complaints about:

  • treatment
  • access to services
  • quality and safety
  • care and attention
  • respect and dignity
  • communication about health care services
  • your involvement in healthcare decisions
  • the way your health service provider handles your complaint

Complaints can provide feedback for health service providers and can lead to quality improvements in the health system.

Issues we can't help with

There are some issues we can't help you with, such as complaints about:

  • the contents of a medical report
  • fees and charges from private health practitioners
  • Medicare or health insurance
  • orders made by the Mental Health Tribunal
  • orders made by the Guardianship and Administration Board
  • restrictions on prescribing by the Pharmaceutical Services Branch
  • workers compensation decisions.

We can only help with health services in Tasmania. For complaints about health service providers in other states and territories, please contact the relevant health complaints entity in that state or territory.

Other organisations are available to look into issues which we can't deal with, or they may be more suitable for your complaint. Our Referrals Page sets out some of these issues and gives contact details for agencies which may be able to help you.

Complaint process

Our complaint process is free, impartial and voluntary.

Have you raised your concerns with the health service provider?

Before making a complaint to us, and where appropriate to do so, it is a requirement to raise your concerns with the health service provider. It is a requirement under the Health Complaints Act 1995 that you make a reasonable attempt to resolve your concerns directly with the health service provider before submitting a complaint to our Office.

It is also the quickest and easiest way to resolve your complaint. This process is called direct resolution. If you are unable to attempt the direct resolution requirement, please contact us.

We suggest that you put your complaint in writing to the health service provider and allow them at least twenty (20) business days to respond to your concerns. This gives the health service provider the opportunity to address, and possibly resolve, your concerns prior to a complaint being made to our Office. See our website and fact sheet for help with making a complaint to the health service provider.

If you do not receive a response to your direct resolution complaint, or you are not satisfied with the response, or if you are unable to contact the provider directly, you can lodge a complaint with this Office.

Written complaint lodged

Complaints are required to be made in writing. The easiest way to lodge a complaint is by using our online form or by completing a hardcopy complaint form (PDF, 167.8 KB).

Don't wait too long before contacting us. Usually, the Health Complaints Commissioner will not accept a complaint if you became aware of the issue more than two years ago.

You will need to give us the health provider's contact details.

Explain your concerns simply and clearly and tell us what you hope to achieve by making the complaint. Please include as many relevant details as you can: the dates of key events, the names of people you've contacted, and copies of letters, documents and photos.

Complaint assessment

Complaints are managed under the Health Complaints Act 1995. Our first step is to ensure that the issues you raise in your complaint are within our jurisdiction and you have completed direct resolution.

We can only accept complaints about Tasmanian health service providers from either the person who received the service or their representative. We cannot proceed to make enquiries until we have written authority to proceed.

If we can't handle your complaint, we will usually refer you to someone else who can.

If we accept your complaint, it will be managed in line with our assessment process.

Make your complaint

Complaints are required to be made in writing.

Online

Make your complaint via our online form

Write to us

You can download or print a complaint form (PDF, 167.8 KB) and return it to us either through:

Call 1800 001 170

Monday to Friday, phone lines are open 9:00 am - 4:30 pm.

You can discuss your complaint or seek assistance completing forms. We can also post a form to you.

If you need more information or are not sure, please contact us.

How do I make a complaint about the Office of the Health Complaints Commissioner or their staff?

The Office of the Health Complaints Commissioner welcomes feedback and complaints about the way we have performed our functions and/or exercised our powers under the Health Complaints Act 1995.

If you have a concern about the conduct of a staff member, please raise it with them in the first instance. If you are uncomfortable doing that, or you have already done so but remain dissatisfied, please outline your concerns, preferably in writing, to the Principal Officer or the Health Complaints Commissioner either by:

We will endeavour to respond to your complaint about our service within 14 days, but we will let you know if we require additional time to review the matter.

You can also contact Ombudsman Tasmania (external link) if you have concerns about the way this Office, or a delegate, has exercised their functions and powers.

Last updated: 24 June 2025