For health service providers

We promote the early resolution of complaints by encouraging complainants to discuss their concerns directly with you.

Most people who complain to us want to have their concerns acknowledged and to know:

  • what went wrong
  • why it happened
  • how it can be prevented from happening again.

Complaints are often an opportunity for you to improve your service.

What happens when a complaint is made about me?

Our assessment process information page explains how the complaint about you will be managed.

Complaints can be distressing. Support can be sought through your medical indemnity provider, professional body or employer.

Support can also be sought outside of your profession by calling:

  • Lifeline 13 11 14
  • Beyond Blue 1300 22 4636
  • Mental Health Services Helpline (Tasmania) 1300 332 388

Tips to help you

Things to consider when responding to a complaint:

  • The first step is to acknowledge the complaint in a timely manner.
  • Outline your complaints process to the complainant. Be clear on an expected time frame for a response.
  • Make sure you understand the specific issues raised in the complaint and what the complainant is seeking as an outcome.
  • Communicate clearly with the complainant and try to avoid the use of jargon and technical terms.
  • Make sure the complainant can understand the information you are sharing.
  • Treat complainants fairly and with objectivity and respect.
  • Make sure your response to the complaint is clear and informative and that it addresses the specific issues raised in the complaint.
  • Provide information about what the complainant can do next if they are not satisfied with your response.
  • If the complaint highlights any systemic issues it should be referred to us.

These resources may help you if a complaint is made about you:

Australian Health Practitioner Regulation Agency (AHPRA) – A notification has been made about me (external link)

Implementing the Australian Open Disclosure Framework in Small Practices (external link)

Australian Commission on Safety and Quality in Health Care - Open Disclosure  (external link)

Australian Commission on Safety and Quality in Health Care - Saying Sorry (external link)

You can contact us for more information - we are here to help.

If you can't resolve the complaint

If the complainant is not satisfied with your response, they can make a complaint to us.

Last updated: 14 May 2021