Health Conciliation Registry

The types of complaints that the Commission assesses as suitable for conciliation are likely to meet at least one of the following criteria:

• There was a breakdown in communication between the parties.
• Insufficient information was provided to the complainant.
• An inadequate explanation was given for a poor outcome or adverse event.
• The complainant is seeking an improvement in the quality of the particular health service.
• The complainant is seeking a refund or financial compensation as an outcome.

A complaint will not be referred for conciliation if the complainant has clearly indicated that they do not wish to meet or interact with the provider again, and do not see conciliation as an appropriate way of resolving their complaint.

For more information on the complaints process, please click here.

Voluntary and Confidential

Conciliation is a voluntary and formal process in which an independent conciliator facilitates a meeting between the parties and assists them in trying to agree on ways to resolve the complaint. Conciliation is confidential.

Like the Resolution Service, the Registry aims to accommodate the specific needs of the parties. Usually a formal conciliation meeting is held. However, conciliation may also include telephone discussions with the parties and the provision of further information from the health care provider.

For more information on conciliation, please download the information sheet (PDF 49KB) or call the Health Conciliation Registrar on (02) 9219 7474 or 1800 043 159 (toll free).