Complaints checklist: what does the Pharmacy Council manage?

The Pharmacy Council of NSW has a core remit to protect public health and safety. The Council does this by managing complaints about registered pharmacists and pharmacy students, by regulating ownership and maintaining the register of pharmacy premises in NSW.

The Council works with the Health Care Complaints Commission (HCCC) to manage concerns about practitioner conduct, performance, and health.

✔️ What types of complaints does the Pharmacy Council of NSW manage?

The Council manages complaints about matters including:

Conduct issues:

• unprofessional behaviour
• ethical breaches
• inappropriate communication or behaviour

Performance issues:

• dispensing errors
• competence or skill deficits
• significant departures from accepted professional standards

Health‑related concerns:

• impairment due to physical or mental health conditions
• concerns that a practitioner’s health places the public at risk

The Council works collaboratively with the HCCC with both bodies sharing information to decide together the most appropriate pathway to manage each complaint. Performance and health-related concerns are referred to the Council for management. Conduct matters are managed by the HCCC by way of investigation, and possible prosecution in the NSW Civil and Administrative Tribunal.

❌Complaints the Pharmacy Council of NSW does NOT manage

The Council does not manage complaints about:

Registration matters

• applications for registration
• renewal of registration
• registration refusals or suspensions

• any administrative matters relating to pharmacist registration

  → these are handled nationally by the Pharmacy Board of Australia and Ahpra

Pharmacy business

• pharmacy business operations
• customer service
• refunds
• general consumer dissatisfaction
  → these are managed by NSW Fair Trading.

Workplace grievances

• employment disputes
• wage disputes
• unfair dismissal complaints
  →These are managed by the Fair Work Ombudsman.