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If you are unhappy with your healthcare experience in Australia, there are several ways to make a complaint about a doctor. It is recommended that you first try to resolve the issue by talking directly with the doctor or health service provider. If this does not resolve the issue, or if you feel uncomfortable doing this, you can contact the Health Complaints Commissioner, the Australian Health Practitioner Regulation Agency (AHPRA), or the Medical Board of Australia. The Health Complaints Commissioner investigates and resolves complaints about healthcare and the handling of health information in certain states, such as Victoria. AHPRA helps the Board protect the public by responding to concerns about doctors and ensuring they meet the standards to practice. You can also make a formal complaint to AHPRA via their website or by calling them.
| Characteristics | Values |
|---|---|
| First step | Discuss your concern with your doctor or health service provider directly |
| If you are uncomfortable doing this | Contact the Health Complaints Commissioner, the Australian Health Practitioner Regulation Agency (AHPRA), or the Medical Board of Australia |
| If you are in Queensland | Contact Queensland's Office of the Health Ombudsman |
| If your complaint is about a different type of healthcare worker | Raise it with a health complaints organisation in your state or territory |
| If your complaint is about how AHPRA, the National Boards, an accreditation authority, or a specialist medical college have handled a matter | Contact the National Health Practitioner Ombudsman and Privacy Commissioner |
| If your complaint is about how AHPRA, the National Boards, an accreditation authority, or a specialist medical college have collected, used, or disclosed personal information | Contact the Commissioner |
| If you are unable to take your complaint to the health service provider directly | Ask the Health Complaints Commissioner for help |
| If your complaint is complex or serious | Make your complaint in writing |
| If you are complaining for someone else | Obtain the consent of the person you are complaining for |
| If you wish to access your health record | Contact your health provider first and request access or transfer of your file to another practitioner |
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What You'll Learn
How to make a formal complaint
If you have a concern about a doctor in Australia, it is important to raise it. This can help improve the quality of healthcare in the country. If you are uncomfortable addressing your concern with your doctor or health service directly, or if you are not satisfied with their response, you can contact an external organisation to make a formal complaint.
The Health Complaints Commissioner (HCC) investigates and resolves complaints about healthcare and the handling of health information in Victoria. The HCC can help you access your health records and transfer them to another practitioner. They also manage complaints about health service organisations, such as hospitals, GP clinics, and community health services, as well as individual health practitioners, whether registered or non-registered. You can lodge your complaint with the HCC online, by phone, or by completing a webform. Before lodging your complaint, ensure you have the name, address, and contact details of the health service provider or organisation you are complaining about. If you are complaining on behalf of someone else, you must obtain their consent.
The Australian Health Practitioner Regulation Agency (AHPRA) investigates concerns about doctors on behalf of the public and the Medical Board of Australia. AHPRA has offices in each state and territory, and you can contact them with any concern about the professional behaviour, performance, or health of a registered health practitioner. You can call AHPRA on 1300 419 495 or make a complaint via their website.
If your complaint is about a different type of healthcare worker, you may be able to raise it with a health complaints organisation in your state or territory.
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Complaining about a doctor's conduct
If you have concerns about a doctor's conduct in Australia, there are several avenues you can take to address the issue. Here are some steps you can follow:
Discuss the Issue with the Doctor or Health Service Directly:
Before lodging a formal complaint, it is often recommended to first discuss your concerns directly with the doctor or health service provider. This can be done through a letter, email, or phone call. It is important to clearly state what went wrong, who was involved, and when it happened. You can also suggest a solution that would resolve the issue. This direct approach is often the quickest way to resolve complaints.
Contact the Health Complaints Commissioner:
If you are uncomfortable discussing the issue with the doctor directly or if you are unsatisfied with their response, you can contact the Health Complaints Commissioner. The Commissioner investigates and resolves complaints about healthcare and the handling of health information. They can assist with complaints about health service organizations, individual health practitioners (registered or non-registered), and anyone who holds your health records. The Health Complaints Commissioner can be contacted by phone or through their website.
Reach out to the Australian Health Practitioner Regulation Agency (AHPRA):
If your concerns are specifically about a doctor's professional conduct, the Health Complaints Commissioner may refer your case to AHPRA. AHPRA investigates concerns about doctors on behalf of the Medical Board of Australia and helps protect the public by ensuring doctors are safe to practice. AHPRA has offices in each state and territory, and you can contact them with any concerns about the professional behaviour, performance, or health of a registered health practitioner.
Engage with the Medical Board of Australia:
The Medical Board of Australia sets the standards and policies for the medical profession. All doctors practising in certain states, such as Victoria, must be registered with the Board. The Board can act to protect the public and maintain high standards of conduct among doctors.
Consider Other Options:
Depending on the specific circumstances and your location within Australia, there may be additional options for lodging complaints. For example, in Queensland, you can reach out to Queensland’s Office of the Health Ombudsman. Additionally, if your complaint is about a different type of healthcare worker, there may be specific health complaints organizations in your state or territory that can assist.
It is important to note that when making a complaint, you may choose to do so confidentially or anonymously. However, please be aware that it can be more challenging for the investigating organizations to deal with or investigate anonymous or confidential complaints.
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Raising concerns about safety
Firstly, consider discussing your concerns directly with the doctor or health service provider. This initial step allows you to clarify your issues and seek a resolution amicably. It is often the quickest and easiest way to resolve complaints, and it fosters open communication between doctors and patients. If you feel uncomfortable approaching the doctor directly, you can seek support from a patient advocate or a support person during these discussions.
If you are unsatisfied with the response or unable to approach the doctor directly, you can contact external organisations for assistance. In Victoria, the Health Complaints Commissioner manages complaints about health service organisations, individual registered and unregistered health practitioners, and anyone who holds your health records. They can be contacted via phone on 1300 582 113 from 9:30 am to 3 pm, Monday to Friday, or through their website, where you can fill out a webform at any time. The Commissioner investigates and resolves complaints, ensuring that your concerns are addressed.
For concerns specifically about doctors, you can also contact the Australian Health Practitioner Regulation Agency (AHPRA) or the Medical Board of Australia. AHPRA has offices in each state and territory, and they respond to concerns about doctors to ensure they are safe to practise. They can be contacted via phone on 1300 419 495 or through their website. The Medical Board of Australia sets the standards and policies for the medical profession, and all doctors practising in Victoria must be registered with them.
It is important to note that you can make a confidential complaint to these organisations; however, providing your contact details allows them to gather relevant information and investigate your concerns more effectively. Before lodging your complaint, ensure you have the name, address, and contact details of the doctor or health service provider in question. Additionally, if you are complaining on behalf of someone else, obtain their consent beforehand.
These organisations are committed to addressing your concerns and improving the safety and quality of healthcare in Australia. They encourage individuals to speak up and utilise their services if needed.
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Complaining about health services
If you are unhappy with your healthcare experience in Australia, there are several avenues you can take to make a complaint. It is recommended that you first try to resolve the issue directly with your doctor or health service provider. This can be done through open communication, either in person, via phone call, email, or letter.
If you are uncomfortable approaching your doctor or health service provider, or if you are unsatisfied with their response, you can contact an external organisation for assistance. In Victoria, the Health Complaints Commissioner manages complaints about health service organisations, such as hospitals, GP clinics, and community health services, as well as individual health practitioners, whether they are registered or non-registered. They also handle complaints about anyone who holds your health records, such as schools and gyms. The Commissioner investigates and resolves complaints regarding healthcare and the handling of health information. You can lodge your complaint easily and confidentially through their website or via phone during business hours.
For complaints specifically about doctors, you can contact the Australian Health Practitioner Regulation Agency (AHPRA) or the Medical Board of Australia. AHPRA has offices in each state and territory and investigates concerns about doctors on behalf of the public and the Medical Board. The Board sets the standards and policies for the medical profession and ensures doctors maintain high standards of conduct.
If your complaint is about a different type of healthcare worker, you may be able to raise it with a health complaints organisation in your state or territory. For example, Queensland has its own Office of the Health Ombudsman, which handles complaints about how matters have been handled by AHPRA or the National Boards.
Before lodging a complaint, it is important to gather the necessary information, including the name, address, and contact details of the health service provider or organisation you are complaining about. If you are complaining on behalf of someone else, you must obtain their consent. It is also recommended to be clear about what your desired solution is.
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Complaining to the Health Ombudsman
In Australia, the process of filing a complaint about a doctor can vary depending on the state or territory. Here is a general guide on how to make a complaint to the Health Ombudsman:
Before approaching the Health Ombudsman, it is recommended that you first try to resolve the issue directly with your doctor or health service provider. This can often be the quickest and easiest way to address your concerns. If you feel uncomfortable doing this, you can proceed to lodge a formal complaint with the relevant authorities.
If you wish to proceed with a formal complaint, you can contact the Australian Health Practitioner Regulation Agency (AHPRA) or the relevant accreditation organisation. AHPRA is responsible for responding to concerns about doctors and ensuring they are safe to practice. They investigate concerns, known as 'notifications', about doctors on behalf of the public and the Medical Board of Australia.
When preparing to lodge your complaint, it is important to gather relevant information, including the name, address, and contact details of the doctor or health service provider you are complaining about. Be clear about the specifics of your complaint, including what went wrong, who was involved, and when it happened. It is also helpful to consider what solution or outcome you are seeking.
You can make a complaint to AHPRA by calling them on 1300 419 495 or by using their online form. The National Health Practitioner Ombudsman and Privacy Commissioner can also provide support and guidance with complaints about how AHPRA and the National Boards have handled matters, including notification or registration issues, personal information, and Freedom of Information (FOI) requests.
It is important to note that the process for making a complaint may vary slightly depending on your specific state or territory, and there may be different arrangements for health practitioners in certain states, such as Queensland and New South Wales.
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Frequently asked questions
You should first try to resolve the issue by talking directly with the doctor or health service provider. If the issue is complex or serious, you should make your complaint in writing.
You can contact the Health Complaints Commissioner, the Australian Health Practitioner Regulation Agency (AHPRA), or the Medical Board of Australia.
You should have the name, address, and contact details of the doctor or health service provider you are complaining about. If you are complaining on behalf of someone else, you must obtain their consent.
