Who can complain
You, or your representative, can make a complaint to the Health Complaints Commissioner about a health service provided in Tasmania within the last two years.
A representative could be a family member, friend, advocate, carer, guardian or another person authorised to act on your behalf.
What you can complain about
You can make a complaint to the Health Complaints Commissioner about a health service provider in Tasmania.
This includes public or private hospitals or clinics, registered providers like GPs, doctors, dentists, nurses, dieticians, psychologists and community health services. It also includes unregistered health care workers such as massage therapists, counsellors, doulas, naturopaths or alternative therapists.
How to complain
Before making a complaint to us, and where appropriate to do so, you should first raise your concerns directly with the health service provider. This is often the quickest and easiest way to resolve the issue.
If you have not contacted the provider, the Health Complaints Commissioner may be able to help. With your consent, we can send your complaint to the provider on your behalf and ask them to respond.
Complaints to the Health Complaints Commissioner should be in writing. You can do this by filling out a complaint form, an online complaint form, or send an email or letter.
We can also assist if you need help making a complaint.
What happens after you make a complaint?
Assessment
All complaints are assessed to determine the most appropriate way to deal with them. During assessment the Health Complaints Commissioner may:
- request further information
- contact the health service provider
- make enquires to better understand the issues raised
- consider whether another organisation is better placed to deal with the complaint issues.
Following an assessment a complaint may be:
- resolved early
- referred to a registration board or another organisation
- conciliated
- investigated
- closed with no further action.
Resolved early
We aim to resolve complaints as early as possible where appropriate.
- We facilitate direct resolution between parties.
- We work with the parties to address concerns and find a solution without the need for further action.
- Outcomes may include an explanation, an apology, a refund or agreed improvements.
Referral
We may refer a complaint if it:
- is not something we can deal with
- is better handled by another organisation
- involves a registered health practitioner and, after consulting with the Australian Health Practitioner Regulation Agency (Ahpra), is more appropriately dealt with through them or a Registration Board.
Conciliation
Conciliation is a voluntary process that gives everyone involved an opportunity to work together to resolve a complaint.
- It is a private and confidential process.
- It helps the parties discuss concerns and work towards an agreed outcome.
- Possible outcomes include an explanation, an apology, a refund, or agreed improvements to a service.
Investigation
We may investigate a complaint when it raises serious concerns that could affect other people or the quality and safety of health services.
- Investigations are usually for serious issues that may affect more than one person.
- We may make recommendations to help improve services and prevent similar problems from happening again.
Closed – no further action
In some cases, we may decide not to take any further action on a complaint.
- This may happen where the concerns have already been addressed, there is no practical benefit in continuing or we are unable to take further action.
- We will explain the reasons for our decision to the parties involved.
Contact us
You can contact us by:
- emailing us at health.complaints@healthcomplaints.tas.gov.au
- calling us on 1800 001 170
- visiting us in person at level 6, 86 Collins Street, Hobart, Tasmania