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How to make a complaint

You may complain about a health service provider who has:

  • Failed to provide satisfactory care.
  • Failed to provide enough information or denied your right to choose.
  • Denied you respect, dignity or privacy
  • Been negligent or unprofessional or
  • Any other issues about your health service provider

Your first step should be to approach your provider and discuss your concerns. Sometimes this is difficult and we can help you with this.

If you're still unhappy, then call us.

You May Bring a Complaint Against Any Health Service Provider

Health service providers are:

  • Dentists
  • General Medical Practitioners
  • Specialists
  • Hospitals (Public and Private)
  • Physiotherapists
  • Occupational Therapists
  • Social Workers in a health setting
  • Nurses
  • Ambulances

and anyone else who provides a health service.

A provider named in a complaint may be any person or organisation.

Who Can Make A Complaint

  • A patient or user of a health service

If the patient or user is unable to complain then:

  • A relative, friend or guardian
  • A health service provider
  • Anyone with sufficient interest.

The Health Services Commissioner, your health ombudsman, turns complaints into opportunities by using the information supplied to help improve health services in the future.

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To Contact the Health Services Commissioner's Complaint Line

When you contact us the Assessment Officer will:

  • Listen
  • Give information
  • Help you to take your complaint to the service provider
  • Refer your complaint to the Health Services Commissioner for further action if necessary
  • Put you in touch with other people who can help if needed.

The Health Services Commissioner

  • Helps people make their concerns known to health services providers.
  • Assesses and clarifies problems in health services provision.
  • Conciliates formally or informally, between consumers and providers of services.
  • Assists in the resolution of complaints.
  • Uses information obtained and lessons learned to recommend improvements to services.

The Health Services Commissioner protects your Health Rights. It is an offence to punish, either by threats, harassment, intimidation or injury, anyone who may make an approach to the Commissioner.

Health Services Commissioner
Complaints and Information
Telephone: 1300 582 113
Fax No.: (61 3) 9032 3111
E-Mail: hsc@health.vic.gov.au
or write to: Health Services Commissioner
26th Floor
570 Bourke Street
Melbourne. 3000
Victoria

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Last updated: 19 March, 2014
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