Australian Health Practitioner Regulation Agency

Improving our work

The National Scheme’s main objective is to protect the public and improving customer service is important to both AHPRA and the National Boards.

This page includes information about what AHPRA is doing to improve consumers’ experience when they engage with the National Scheme, whether via National Boards or AHPRA.

AHPRA asked: what can we do better?

In March 2014, AHPRA commissioned the Health Issues Centre Victoria (HIC) to investigate and make suggestions to improve the consumer experience of the National Scheme that regulates health practitioners.

Victoria’s Health Issues Centre (HIC) is an independent community and consumer group that focuses on health policy. The HIC has provided a report that lists practical ways AHPRA and the National Boards can improve the experience of consumers who make a complaint about registered health practitioners.

The HIC Setting things right: Improving the consumer experience of AHPRA including the joint notification process between AHPRA and OHSC report is available below.

Actions to make the consumer experience better

Work is underway to improve how AHPRA does things. Here is an overview of what AHPRA has done to date, and what will be done next, to address the report’s recommendations.

This work is ongoing and AHPRA will provide progress updates.

Document name  PDF  Accessible format  Document date 
Update on work to improve our customer service - June 2015  PDF 
(203 KB) 
Word version 
16 June 2015 
Action plan to improve our customer service - September 2014  PDF 
(186 KB) 
Word version
23 September 2014 

Page reviewed 18/06/2015