Leslie Massey
If you have a complaint about a dentist in Australia, there are several organisations that can help you depending on the nature of your complaint. The Australian Health Practitioner Regulation Agency (Ahpra) is the main regulatory body for health practitioners in Australia and is the best first point of contact for your query. If your complaint is about a dentist in New South Wales, you can contact the Dental Council of NSW, and for Queensland, you can contact the Office of the Health Ombudsman.
| Characteristics | Values |
|---|---|
| Who to complain to | Australian Health Practitioner Regulation Agency (Ahpra), Dental Council of NSW (for NSW practitioners), Health Complaints Commissioner or Ombudsman in your state |
| How to complain | Online form, letter, email, phone call |
| Time taken to acknowledge the complaint | 5 working days |
| Time taken to send a substantive response | 15 working days |
| Complaint type | Consumer complaints, safety concerns, practitioner's health impairment, criminal convictions, health matters, professional behaviour, conduct, performance, standards in the provision of dental services |
| Anonymity | Anonymous complaints are possible but may not be properly investigated |
| Conciliation | Should be made available as a primary response to a formal written complaint |
| Peer Review | A committee composed of the practitioner's peers assesses the complaint |
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What You'll Learn
Who to complain to: Australian Health Practitioner Regulation Agency (Ahpra)
If you have a complaint about a dentist in Australia, one of the organisations you can complain to is the Australian Health Practitioner Regulation Agency (Ahpra). Ahpra is a good option if your complaint is about a registered health practitioner or student outside of New South Wales (NSW) or Queensland. If your complaint is about a dentist in NSW, you can contact the Dental Council of NSW, and if it's about a dentist in Queensland, you can contact the Office of the Health Ombudsman.
Ahpra's role is to protect the health and safety of the public by ensuring that registered health practitioners are fit to practise and adhere to professional standards. You can contact them by phone on 1300 419 495 or via their website. The quickest and easiest way to raise a concern with them is by using their online form. If you are unsure about raising your concerns, you can contact them to ask general questions about the process.
Before lodging your complaint, Ahpra encourages you to talk to them about your concerns and what is involved. If you decide to make an anonymous complaint, you can do so, but note that their ability to investigate or take action may be limited.
Ahpra can consider concerns about a practitioner's health impairment that may present a risk to patient safety. They are interested in health issues that are not being managed. They can also consider concerns about students relating to criminal convictions and health matters.
If your complaint is about customer service or consumer issues, such as requests for refunds or billing queries, you will need to contact NSW Fair Trading. If you wish to take civil action or seek compensation from a health practitioner, you should seek legal advice from a private solicitor.
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How to complain: Online, letter, email, phone
If you wish to file a complaint about a dentist in Australia, there are several ways to do so: online, by letter or email, or by phone.
Online
You can submit a complaint online through the Australian Health Practitioner Regulation Agency (Ahpra) website, or via the Dental Council of NSW website (specifically for NSW practitioners). Both websites provide online complaint forms that must be completed and submitted in one session. Alternatively, you can download, save, and print a PDF version of the form and submit it via email or post.
Letter or Email
If you prefer to submit your complaint via letter or email, you can do so by contacting the relevant organization directly. Both Ahpra and the Dental Council of NSW provide contact details on their websites. Make sure to include all relevant information regarding your complaint, as well as your preferred method of contact for any follow-up inquiries.
Phone
If you wish to discuss your concerns before making a formal complaint, you can contact the Dental Council of NSW by phone at 1300 197 177. They can provide guidance on the complaints process and help you understand your options.
It is important to note that the specific procedures and requirements for filing a complaint may vary depending on the state and the organization handling the complaint. Additionally, while anonymous complaints are possible, they may limit the ability of the investigating body to take action.
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Confidential complaints: Whistleblower services
The Australian Dental Council (ADC) has a Whistleblower Policy that allows for the confidential reporting of any suspected improper conduct within the ADC. This includes unethical or unlawful behaviour. All information received from a whistleblower will be treated confidentially and sensitively. The ADC will only disclose your identity or any information that could identify you in specific circumstances, such as when reporting to the Australian Federal Police or the Tax Commission.
The Australian Dental Association (ADA) also has a mechanism to resolve disputes when a member of the ADA is the subject of a potential or actual formal complaint about their conduct, performance, or standards in the provision of services. The ADA's Code of Conduct for dental practitioners and its branches' Codes of Ethics for members provide guidance on ethical and clinical standards.
In addition, National Dental Care (NDC) has an independent and confidential whistleblower service for reporting improper conduct. This includes inappropriate behaviour such as discrimination, sexual harassment, and other unethical behaviour, as well as any deliberate concealment of such behaviour. NDC encourages team members to first discuss any concerns with line management or the appropriate departmental manager. However, if this is not comfortable, they can utilise the anonymous reporting channels provided.
NDC also has an independent, confidential, and free counselling service through their Employee Assistance Programme (EAP), which is available to all team members, clinicians, and their family members, even if they are raising a disclosure. This service can be accessed by calling 1300 360 364 from within Australia or +61 2 8295 2292 from outside Australia. It can also be accessed by emailing [email protected].
The Dental Council of NSW also allows for anonymous complaints to be made about registered dental practitioners in NSW. They encourage individuals to discuss their concerns with them before making a complaint and provide contact information for this purpose. However, they note that their ability to investigate or take action may be limited in the case of anonymous complaints.
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Consumer complaints: Contact NSW Fair Trading
If you have a complaint about a dentist in Australia, there are several bodies that you can contact depending on the nature of your complaint.
For customer service or consumer complaints, such as requests for refunds or billing disputes, you can contact NSW Fair Trading. It is important to note that NSW Fair Trading cannot order financial compensation to be paid to complainants. If you wish to seek compensation, you should consider seeking legal advice from a private solicitor.
If your complaint is about the conduct of a registered dental practitioner, you can contact the Australian Health Practitioner Regulation Agency (Ahpra), the Dental Council of NSW (for NSW practitioners), or the Health Complaints Commissioner or Ombudsman in your state. The Dental Council of NSW encourages you to discuss your concerns with them before deciding to make an anonymous complaint. They also offer the option of completing an online complaint form or downloading a PDF version to be submitted via email.
The Australian Dental Association (ADA) also provides a mechanism to resolve disputes when a formal complaint is made about a member's conduct, performance, or standards in the provision of services. This includes a Peer Review system, where a committee composed of the practitioner's peers assesses the complaint. However, if legal proceedings are initiated in connection with a complaint, the review must be terminated.
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Legal proceedings: Seek legal advice
If you are considering legal proceedings following an unsatisfactory experience with a dentist in Australia, it is important to first understand your rights as a patient and the options available to you for seeking redress.
In Australia, patients have the right to lodge a complaint about a dentist through various channels, depending on the nature of the complaint. These channels include the Australian Health Practitioner Regulation Agency (AHPRA), the Health Complaints Commissioner or Ombudsman in your state, and the Dental Board of Australia or the co-regulator in your state/territory.
If you wish to pursue legal action, it is essential to seek independent legal advice. A lawyer can help you understand your rights, assess the merits of your case, and guide you through the complex process of initiating legal proceedings. They will also be able to advise you on the potential costs and benefits of taking legal action, including any financial risks involved.
Before engaging a lawyer, it is important to gather all relevant information and documentation related to your case. This includes detailed clinical and communication records, radiographs, treatment notes, fee information, and any correspondence with the dentist or their practice. It is also advisable to clearly outline the reasons for your dissatisfaction and the outcome you are seeking.
Once you have sought legal advice and decided to proceed with a claim, your lawyer will typically send a letter of demand to the dentist or their practice, outlining your grievances and the desired resolution. This may lead to negotiations and, potentially, a settlement without the need for court proceedings. However, if negotiations fail, your lawyer may initiate court proceedings on your behalf.
It is important to note that legal proceedings can be costly and time-consuming, and the outcome is never guaranteed. Therefore, it is always advisable to attempt to resolve the issue through the available complaint channels before initiating legal action.
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Frequently asked questions
You can make a complaint about a dentist in Australia to the Australian Health Practitioner Regulation Agency (Ahpra), Dental Council of NSW (for NSW practitioners), or via the Health Complaints Commissioner or Ombudsman in your state.
Anonymous complaints can be made to the Dental Council of NSW, however, their ability to investigate or take action may be limited.
For complaints about students, contact Ahpra.
If your complaint is about advertising for health services, including on social media and in testimonials, you can refer to the Ahpra service charter to understand what is considered lawful or unlawful.
