The complaints process
Who can make a complaint
All members of the public and everyone who works in the health sector can make a complaint or share a concern about a health practitioner including:
patients
someone acting on behalf of a patient (a friend, carer or family member)
other health practitioners
health service providers and agencies
employers and employment agencies.
Complaints we handle
Complaints we handle
- If your complaint relates to a health practitioner’s behaviour, the quality and safety of their care, or their physical or mental health.
Who we can hear complaints about
- We can assess complaints about registered health practitioners working in NSW or students in NSW.
Complaints others handle
- Customer service experiences like complaints about billing, or accessing records.
- Complaints about a health organisation like a hospital, health service or community clinic.
Who we can’t hear complaints about
- We can’t assess complaints about practitioners who don’t work in NSW or who aren’t registered.
Not sure? Check who can handle your complaint
Our complaints checker can help you understand your options, whether you can make a complaint to us, or who else might be able to help.
About the complaints process
How long the process takes
Depending on complexity, it can take several months or more to gather the information needed to make a fair decision. But Councils can act urgently if there is an immediate threat to public safety.
How we’ll communicate with you
You’ll receive written communication when there is an outcome, and you can contact us at any time for updates or to share more information with the relevant health professional council.
Steps in the complaints process
Not every complaint progresses in the same way, but they follow similar steps.
Lodge a complaint
You lodge your complaint and evidence via our online portal.
Checking for risk
The HPCA identifies any urgent safety threat. Councils may take immediate temporary action before looking further.
Complaint assessment
Councils and the Health Care Complaints Commission agree on who will manage the complaint.
Practitioner engagement
If a Council is managing the complaint, it assesses the issue and asks the practitioner to respond.
Decision and outcome
Council members decide on whether action is needed to protect public safety.
Complaint notification
You receive a written update once a final decision is reached.
Ongoing compliance
The HPCA monitors practitioners over time to ensure they comply with any restrictions.
Possible complaint outcomes
Councils must decide whether action is needed to protect public safety.
They could take no further action if public safety is not at risk.
They might suspend a practitioner while looking further at your complaint.
They could put restrictions on a practitioner to help them practise safely.
The Health Care Complaints Commission (HCCC) can conduct investigations and might prosecute a practitioner if the matter is extremely serious.
Your data and privacy protection
The complaints process is handled with strict confidentiality by each Council, the HPCA and the HCCC.
There are legal obligations we must meet to protect people's privacy.
You can use a pseudonym (a name that's not yours) to make a complaint but we'll ask you to provide contact details so we can reach you.
Making an anonymous complaint could affect our ability to help you.
Your complaint is usually shared with the practitioner so they can respond.
Only some HPCA staff and the Council members hearing your matter can see your personal details.
Help to make a complaint
If you need help to fill in our complaint form you can access Interpreter Services
Prefer to call us?
We only accept written complaints, but you can call to ask for help.
Call our toll-free number Monday to Friday
9:00am to 5:00pm 1300 197 177
On weekends you can email us at HPCA-mail@health.nsw.gov.au and we’ll respond to you during business hours. We can show you how to submit a complaint in our online portal.
Complaints - taking a closer look
Our quick, step-by-step guide shows you the types of complaints we look at, when the HCCC or a Council manages a complaint, what background information we consider, and more.