Legal

Feedback & Complaints

How to raise a concern, and where to take it if we do not resolve it.

Version 1.0 · Effective 17 August 2026

1. 1. Tell us first, if you are comfortable doing so

   Most things are fixable quickly. Email [email protected] and tell us what happened. You do not need to use any particular form of words.

   You are not required to come to us first. You can go straight to an external body if you prefer — see clause 4.

2. 2. What we do with it

   1. Acknowledge within 2 business days, in writing.
   2. Look into it — including reviewing the clinical record and speaking with the practitioner involved.
   3. Respond in writing within 30 days with what we found and what we are doing about it. If it will take longer, we tell you why and when to expect an answer.
   4. Change something where the complaint shows we should.

3. 3. It will not affect your care

   Raising a concern will not affect the care you receive, and will not affect your ability to book. If you would rather deal with someone other than the practitioner involved, say so and we will arrange it.

4. 4. Taking it further

   If you are not satisfied with our response — or you would simply rather not raise it with us — you can go to:

   • Health Complaints Commissioner (Victoria) — the independent body for health service complaints in Victoria, under the Health Complaints Act 2016 (Vic). hcc.vic.gov.au · 1300 582 113
   • AHPRA — for concerns about a practitioner’s conduct, performance or health. ahpra.gov.au
   • Office of the Australian Information Commissioner — for privacy complaints. www.oaic.gov.au

   Where your care was funded by WorkCover, the TAC or an NDIS plan, that funder also has its own complaints pathway, which you can use at any time.

Questions about this document: [email protected].