Seeking support: you don’t have to wait

‘Stressful’ is the obvious word that comes to mind when we think about receiving a complaint. Responding to complaints can impact your confidence, professional identity and personal wellbeing. Everyone handles the stress of a complaint differently; there is no ‘right’ way. What matters is recognising that support is available, and that reaching out can make a difference.

While only a small percentage of medical practitioners receive a complaint each year, over the course of your career the chance of receiving a complaint increases. Even if the complaint is dismissed with no further action, the uncertainty and potential consequences can take an emotional toll.

How complaints are handled

How a complaint is dealt with depends on which regulatory body is responsible. In NSW, the Medical Council co-regulates the medical profession in partnership with the Health Care Complaints Commission (HCCC). We work closely together and are legally required to consult each other on all complaints, but we have different responsibilities under the law.

The Council can take immediate action to suspend a registered practitioner if public safety is at risk. But we are not a disciplinary body. The actions we take are designed for one reason: to ensure safe medical practice. Our threshold for acting is to protect public safety.

After assessing a complaint, we might place conditions on a practitioner’s registration, such as requiring them to undertake training to improve knowledge or skill, limiting the scope of their practice, or requiring them to practise under supervision.

We encourage you to engage with us if a complaint is made about you. The more we understand your situation, the better we can make decisions that balance fairness with public safety.

The HCCC manages complaints about all health services and providers in NSW, including those who aren’t registered. It has investigatory powers and prosecutes serious issues in the NSW Civil and Administrative Tribunal (NCAT).

Finding the right support

Complaints can feel overwhelming, but there is support available. At each step, someone from either the Medical Council or the HCCC will be managing your matter. They can tell you where the process is up to and what to expect. You can call us on 02 9879 2200 to speak with the person managing your case.

In difficult times, we encourage you to reach out to a trusted colleague, mentor or supervisor. These conversations can help you feel less alone and create new opportunities for support.

Your medical indemnity insurer is another valuable resource. They know the process well, can help you prepare your response, and support you through the next steps.

Other services, such as those offered by the Medical Benevolent Association of NSW-ACTopen_in_new (MBA NSW-ACT) are invaluable. They combine emotional support with practical guidance, helping practitioners navigate both the personal and procedural challenges of a complaint.

Carolyn, a Senior Social Worker at MBA NSW-ACT, says doctors can face many challenges when navigating complaints. One of the most common things the MBA NSW-ACT social workers hear is that doctors are often confused by the complaints process.

“They’re overwhelmed by the bureaucracy, unsure what the next step should be, and they try to manage alone, believing they should be able to cope,” Carolyn says.

“By the time they reach out, their health and wellbeing have often been significantly impacted.”

MBA NSW-ACT helps medical practitioners untangle this confusion. Whether it’s assisting with finances, clarifying requirements, or simply listening without judgment, these services are designed to meet you where you are.

Calls are treated with respect and confidentiality, and reaching out early can make a real difference in reducing stress and restoring clarity.

There are other confidential services available to help you manage your physical and mental health and help you feel less isolated.

Doctors’ Health NSWopen_in_new offers 24/7 independent support for doctors, medical students, dentists and vets.

And national organisations such as DRS4DRSopen_in_new connect practitioners to the right advisory service in their state or territory.

There’s no need to wait 

Seeking support is not a sign of weakness. You know the benefits your patients gain when they seek help early. When facing a complaint, early action will benefit you too.

Often, there is an assumption that medical practitioners are ‘too resilient’ to need support. Families and colleagues might struggle to understand what a complaint means, and this can add pressure and misunderstanding at a time when clarity is needed most.

“It’s intrinsic to the individual to want to maintain their highest professional standards,” Carolyn says. “When there is a complaint, it creates a complex reaction.”

The MBA NSW-ACT acknowledges the magnitude of impact that receiving a complaint has on doctors but says there is hope, even if you’re unsure whether a service can help.

“You don’t have to wait until you’ve tried every other avenue. You can just call and say, ‘I’d like to talk’.