Complaints process

Written complaint received

All complaints must be in writing and the easiest way to lodge a complaint is using our online portal. You can find out about the types of complaints the Commission manages or contact us for more information.

Assessment Officer assigned and complaint acknowledged

Once your written complaint has been received it will be assigned to an Assessment Officer. The Assessment Officer will acknowledge receipt of your complaint and will give you a case number for reference. You should always quote your case number when contacting the Commission.

Complaint assessed

The Commission aims to assess complaints within 60 days.  On some occasions the assessment may take longer. This is because the information gathering process can take some time. The Assessment Officer will usually contact the provider for a response and may request records and other information. Further clinical advice may be required. The Assessment Officer may also contact you for more information.

Outcome

An Assessment Committee will consider all of the information obtained during the assessment process and decide on the most appropriate outcome. If your complaint is about a registered health practitioner the appropriate Health Professional Council will also be consulted. You can read about possible outcomes of assessment here.

Complaint outcome communicated

The Assessment Officer will write to you to advise you of the assessment outcome, and any next steps that might be involved. The Commission assesses all complaints carefully, however you have the right to request a review if you believe we may have missed something or if you have new information to provide. Requests for review should be made in writing, within 28 days of receipt of the assessment decision letter.

Still need more information

If you would like to speak to someone at the Commission for more information before you lodge a written complaint you can contact the Inquiry Line during business hours, Monday to Friday from 9am – 5pm on 1800 043 159 or submit an online inquiry.

Online inquiry

Ready to lodge your complaint

All complaints must be made in writing and we aim to assess complaints within 60 days. Your complaint will be allocated to an assessment officer and we will write to you to explain the outcome of your complaint.

Click here to make a complaint

Track my complaint

You can track the progress of your complaint online.

Click here to track your complaint