Making A Notification (Complaint)

If you wish to make a complaint about a health practitioner or student from any of the professions below, you must do so in writing.

You can find more information below about:

  • how to make a complaint, and
  • the complaints assessment process.

How to make a complaint

 1. Download and print the applicable form below and post it to us at: 

    For all professions other than medical practitioners:
    Health Professional Councils Authority
    Locked Bag 20
    HAYMARKET  NSW  1238

    For medical practitioners:
    Medical Council of New South Wales
    PO Box 104
    GLADESVILLE  NSW  1675

    Notification (Complaint) Form Regarding Health Practitioners
    Notification (Complaint) Form Regarding a Health Profession Student

 2. Write us a letter outlining what your notification (complaint) is about, what happened, time and place of the incident and as much detail about the incident as possible. You may wish to use the headings in the above forms to assist you in writing the letter. Please provide us with your contact details so that we can follow-up on the notification (complaint).
    For all professions other than medicine:
    Health Professional Councils Authority
    Locked Bag 20
    HAYMARKET  NSW  1238

    For medical practitioners:
    Medical Council of New South Wales
    PO Box 104
    GLADESVILLE  NSW  1675

 3.

Fill in the online complaint form, available from the link below:

    Online complaint form (for all professions other than medicine)

    Online complaint form (for medical practitioners)

 4. Contact the Health Care Complaints Commission (HCCC) regarding your notification (complaint):

    Health Care Complaints Commission
    Telephone: (02) 9219 7444   or   131 500
    Toll Free in NSW:  1800 043 159
    TYY service for the hearing imapired: (02) 9219 7555  
    Fax:  (02) 9281 4585
    Email:  hccc@hccc.nsw.gov.au            
    Website:  www.hccc.nsw.gov.au            
    Office address:  Level 13, 323 Castlereagh Street (Corner of Hay Street)
                              SYDNEY  NSW  2000 
 
 5. Contact the Australian Health Practitioner Regulation Agency (AHPRA) regarding your notification (complaint):

    Australian Health Practitioner Regulation Agency (AHPRA)
    Level 51
    680 George Street
    SYDNEY  NSW  2000
    Telephone:  1300 419 495
    Website:  www.ahpra.gov.au

 

Contact us

You can contact us directly to obtain advice or assistance before making your complaint in writing:

    Phone:  1300 197 177
    Fax:       (02) 9281 2030

What happens next? 

We will acknowledge receipt of the complaint. We may ask a complainant for more information at a later date, so please double check contact details when making a complaint.  

Further information is available from the following resources:

What constitutes a conduct, health or performance matter?

What happens after a notification (complaint) is made?


All information received will be treated with the utmost security and confidentiality.

Who can I make a notification (complaint) about?

A notification (complaint) to the Health Professional Councils Authority can be about any registered health professional. These are:
*  Chinese medicine practitioners
*  Chiropractors
*  Dentists, dental hygienists, dental prosthetists, oral health therapists and dental therapists
*  Medical radiation practitioners
*  Medical practitioners including general practitioners and specialists
*  Nurses and midwives, including enrolled nurses
*  Occupational therapists
*  Optometrists
*  Osteopaths
*  Pharmacists
*  Physiotherapists
*  Podiatrists
*  Psychologists

What if someone is not on the above list?

If you wish to make a notification (complaint) about any health professional that is not included in the above list (e.g. dietitian, occupational therapist, a dental technician, social worker or speech pathologist), then you should direct all your enquiries to the Health Care Complaints Commission:


            Health Care Complaints Commission
            Telephone: (02) 9219 7444   or   131 500
            Toll Free in NSW:  1800 043 159

            TYY service for the hearing impaired: (02) 9219 7555   Fax:  (02) 9281 4585

            Email:  hccc@hccc.nsw.gov.au            
            Website:  www.hccc.nsw.gov.au            
            Office address:  
                      Level 13, 323 Castlereagh Street (Corner of Hay Street)
                      SYDNEY  NSW  2000


Can anyone make a notification (complaint)?

Yes, anyone can make a notification (complaint); this includes the person who received the treatment, a parent or guardian of the person or a child, a carer, a relative, another health care provider or an employer of a registered health professional.

Practitioners, employers and education providers are all required (mandated) by law to report notifiable conduct relating to a practitioner or student. Registered practitioners who fail to report notifiable conduct may face disciplinary action by their National Board.

A registered health practitioner, an employer or an education provider who forms a reasonable belief that:

  • another registered health practitioner has behaved in a way that constitutes notifiable conduct; or
  • a student has an impairment that, in the course of the student undertaking clinical training, may place the public at substantial risk of harm
must, as soon as practicable, notify AHPRA of the notifiable conduct. The Law provides protection from civil, criminal and administrative liability for people who, in good faith, make a notification under this Law.

Mandatory notification does not constitute a breach of professional etiquette or ethics, nor is it a departure from accepted standards of professional conduct.

A notification (complaint) may also be made by a health Council or the Director-General of the NSW Ministry of Health.
 

Is there somebody who can assist me in making a notification (complaint) or where I can learn more about this process?

Yes. Assistance is available from either the Health Professional Councils Authority, the Health Care Complaints Commission or the Australian Health Practitioner Regulation Agency (AHPRA):

            Health Professional Councils Authority    1300 197 177
            Medical Council of New South Wales       (02) 9879 2200
            Health Care Complaints Commission      1800 043 159
            AHPRA                                                     1300 419 495            

All information received will be treated with the utmost security and confidentiality. For further information, please click here for the frequently asked questions section.