Complaints and feedback

We value your feedback

Our commitment to you

We are committed to providing a high standard of service to you and to the community. However, we recognise that sometimes we can get things wrong. If this happens, you need to tell us – we can only help if we know you are unhappy and why. We are always ready to listen so we can try and resolve your concern to ensure our service is improved for everybody.

Our service charter – the values that guide us

We aim to provide high standards of service to the community. We also accept that sometimes we can get things wrong. When this happens, we are ready to listen and try and resolve your concern.

Our service charter sets out the values that guide AHPRA, the standards of service you can expect from us.

What we need from you

To help us understand and resolve your issue as quickly as possible we have a process in place for you to follow. This is important as we may need specific information from you to address your issue.

If you would like to provide feedback or want to make a complaint about AHPRA, a Board or committee and/or the behaviour of an AHPRA staff member or a Board or committee member we have provided information on the process to follow below.

Anyone can make a complaint about AHPRA, its staff, the Agency Management Committee, a Board or a committee.

Following our procedure for complaints about us

Our Complaint handling policy and procedure is designed to make sure that your concerns are treated seriously and are addressed promptly and fairly. Feedback is always welcome, whether positive or negative, so we can improve our service.

Please read the policy which provides information on what you need to do to complete the AHPRA complaint form and lodge your complaint about AHPRA, its staff, a National Board or a committee.

How to contact us to provide your feedback or make a complaint about us

If you have an administrative complaint about any part of AHPRA’s service you can contact us by:

The State or Territory Manager
AHPRA
G.P.O. Box 9958
In your capital city

Please ensure that you have completed the complaint form before you make contact with us.

Are you in the right place?

Please do not submit this form or use the designated email address above if your complaint is about a registered health practitioner (what we call a notification) or is about your registration if you are a health practitioner.

If your complaint is about a registered health practitioner you can submit this to us on the Making a complaint section of our website. If you’re a health practitioner and have a query about your registration please contact our Customer Service Team.

Our Complaint handling policy and procedure and form do not cover:

  • Complaints about health practitioners, health service providers or health systems. For more information about the process for making complaints about health practitioners go to How are complaints and concerns managed?
  • Complaints about the outcome of a notification about a health practitioner.
  • Complaints about how a national registration standard applies to a health practitioner.

What we will do

We aim to resolve your complaint about us immediately, and with minimum inconvenience to you. The first step is for us to be really clear on what the problem is, and to identify with you what we can do to put it right.

If you are still not happy you can contact the National Health Practitioner Ombudsman

We aim to resolve all complaints as quickly as possible, and to the complete satisfaction of the person making the complaint about us. If you are still dissatisfied you can contact the National Health Practitioner Ombudsman.

The National Health Practitioner Ombudsman receives complaints and helps people who think they may have been treated unfairly in administrative processes by the national agencies in the National Scheme.

The Ombudsman will usually only deal with complaints that have already been lodged with AHPRA, and after AHPRA has been given a reasonable opportunity to resolve the complaint in line with our Complaints handling policy and procedure.

You will find information about making a complaint to the Ombudsman in our Complaint handling policy and procedure.

During 2015 AHPRA signed a Memorandum of Understanding with the Office of the National Health Practitioner Ombudsman and Privacy Commissioner which sets the agreed ways in which both organisations work together.

How to report serious misconduct: AHPRA’s Whistleblower policy

AHPRA has a Public interest disclosure (Whistleblower) policy for dealing with allegations of serious misconduct or impropriety in the administration of the National Law. Details of the policy are available on the Public interest disclosure (Whistleblower) policy page.

Further information

Contact our Customer Service Team on 1300 419 495 or make an online enquiry.

 
 
Page reviewed 22/08/2017