Giving feedback and making complaints
The Commission does not manage complaints about health care.
The information on this page will guide you through the feedback and complaints process so you know who to contact if you have concerns or problems.
If you or someone you care for has a bad experience or outcome with health care, you can make a complaint.
It’s within your rights to make a complaint, even if you have signed a consent form or received a refund.
Complaints information is also kept separate from medical records to protect your privacy and confidentiality.
The Australian Charter of Healthcare Rights explains your rights to:
- access information about your health care
- provide feedback or make a complaint without it affecting the way you’re treated
- have your concerns addressed in a transparent and timely way
- share your experience and participate to improve the quality of care and health services.
Where to start when making a complaint
It can be confusing to know where to start when making a complaint about your health care.
Health care services must have a process to manage complaints. The best place to start is speaking directly to the health professional or health care service that provided your care.
Where to start when making a complaint
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Tips for making a complaint
Things you can do to help make the complaint process easier:
- get support from someone you trust
- ask for an interpreter if you need it
- keep records of facts, dates and information related to your complaint
- ask questions.
Tips for making a complaint
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Escalating your complaint
If you need to take your complaint further, there are organisations you can contact depending what your complaint is about and where you live.
If your concern is about unsafe care or the behaviour of an individual health professional, you can contact the Australian Health Practitioner Regulation Agency (Ahpra).
You can make complaints about aged care services to the Aged Care Quality and Safety Commission.
Escalating your complaint
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Healthcare complaints organisations in your State or Territory
Consumer organisations
These consumer organisations provide advice about support to health consumers:
State and Territory Health Departments
National Aboriginal Community Controlled Health Organisations (NACCHO)
If you would like to screen the animations on this page at your health service, you can email our Partnering with Consumers Program team.