Support during the process
We will treat you with courtesy and respect at every step of the complaints process.
If you act in good faith when you make a complaint, you’re protected from legal action under NSW law.
At the start
We’ll tell you who is managing your complaint and give you the name of someone to contact.
During the process
You can check the progress of your complaint by contacting us, and you can also send us any extra information you think is relevant.
When a decision is made
We’ll tell you in writing about your complaint outcome, including any actions taken that affect the practitioner’s registration.
If the Health Care Complaints Commission (HCCC) is handling your complaint, you can visit their website to learn more or track it online.
When you complain on behalf of someone else
You can make a complaint for someone who is under 18 if you are their parent or guardian, someone who is a relative or friend, or someone who has died.
If you’re complaining for a relative or friend, it’s most effective if they have given you permission to act on their behalf.
Without this permission, you can still submit a complaint, but we may not be able to proceed with limited information.
If you want to withdraw
You can decide to withdraw your complaint and stop participating in our process. If that happens, we ask you inform us in writing.
Even if you withdraw from the process, the relevant Council or the HCCC may continue looking into your complaint if it has raised significant public health and safety issues.
We won’t inform you about developments if you have withdrawn your complaint.
How to get help
We only accept complaints in writing but we’re here to help if you need us.
- Contact us if you need help making a complaint about a practitioner.
- Send us feedback if you have a comment or want to raise a concern about the service we’ve provided
It’s best to check who can handle your complaint before submitting it. But if you’re not sure you sent it to the right agency, don’t worry. We’ll send it to the HCCC or Ahpra if we know it’s for them or tell you who to contact instead.