Code of Conduct - Health Organisations

The NSW Code of Conduct for health organisations is set out in Schedule 4 of the Public Health Regulation

The Code of Conduct for health organisations applies to bodies which provide health services, who are not health practitioners, except certain organisations such as public hospitals, aged care facilities under the Aged Care Act 1997 , and licensed private health facilities (a ‘relevant’ health organisation).

The Code of Conduct sets out the minimum practice and ethical standards that a relevant health organisation and its employees must comply with. The Code also informs consumers what they can expect from relevant health organisations and their employees.  If an employee is a health practitioner to which the non-registered health practitioner Code of Conduct applies, the organisation must ensure its employees comply with that Code.

Consumers can lodge a complaint with the Commission if they have concerns about the conduct or services delivered by a relevant health organisation or its employees.


Relevant health organisations must display the Code of Conduct and Notice approved by the Secretary (with some exceptions). A display version in A3 poster format is available here in English


Relevant health organisations:

  • must provide health services in a safe and ethical manner including ensuring their employees practice within accepted professional standards and within their experience, training and qualifications
  • must not make claims about its ability to treat illnesses or about the efficacy of treatment and services, if they cannot be substantiated
  • must not dissuade clients from seeking or continuing with treatment by a registered medical practitioner and must accept the rights of their clients to make informed choices in relation to their health care
  • must not financially exploit clients and must not accept or offer certain financial inducements or gifts
  • must not misinform clients about the organisation’s products and services or their employees’ qualifications or training
  • must create appropriate policies and procedures to ensure client confidentiality and privacy and comply with them
  • must have appropriate policies and procedures to ensure the safe and secure storage, supply and administration, and record keeping of medicines required under legislation, such as the Poisons and Therapeutic Goods Act 1966
  • must display code and other information in print or on the organisation’s website


The Commission manages complaints about relevant health organisations in NSW. If the Commission finds that an organisation or its employees has breached the Code of Conduct and poses a risk to the health or safety of members of the public it can:

  • issue an order prohibiting the organisation from providing health services for a period of time or permanently
  • issue an order placing conditions on the provision of health services
  • make a public statement identifying and giving warnings or information about the organisation and health services provided by its employees
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