Complaints and feedback about us

We aim to resolve your complaint about us as soon as possible, while keeping you informed at each stage of the process.

When we receive a complaint, we carefully review the information you have provided and how you would like to see your complaint resolved. We then conduct a review of the information we hold in our records.

When we respond to your complaint, we may do one or more of the following:

• Take action to fix the matter or correct an incorrect application of our policies or procedures.
• Apologise to you.
• Give you more information about how your matter was managed or a further explanation of our policies or procedures.
• Undertake to review our practices, policies or procedures.

Our complaints handling policy and procedures ensure that your concerns are treated seriously and are addressed promptly and fairly.

This policy provides more information on how we manage complaints about Ahpra, a Board or committee and/or the behaviour of an Ahpra staff member or a Board member.

Ahpra Complaints Handling Policy and Procedure (251 KB,PDF), Word version (216 KB,DOCX)

If you are unhappy with the way your complaint about Ahpra is dealt with, you can contact the National Health Practitioner Ombudsman.

The National Health Practitioner Ombudsman (the Ombudsman) receives complaints about Ahpra and the National Boards, as well as other 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.

You can read more about making a complaint to the Ombudsman in Ahpra’s Complaints Handling Policy and Procedure.

Ahpra has a Memorandum of Understanding with the Office of the Ombudsman which sets the agreed ways in which both organisations work together. Visit the Memoranda of Understanding page for more information.

Ahpra has a Public interest disclosure (Whistleblower) policy (Whistleblower Policy) for dealing with allegations of serious misconduct or impropriety in the administration of the National Law. This may include conduct by an Ahpra staff or a Board member (including a committee member) that:

• is illegal
• is a substantial misuse or waste of Ahpra or Board money or resources
• is serious misconduct in performing a function under the National Law
• is maladministration that adversely affects a person’s interest in a substantial or specific way
• is a substantial and specific danger to the health or safety of the public, or
• presents a substantial and specific danger to the environment.

You can read more information about Ahpra’s Whistleblower Policy, how to report a public interest disclosure and other frequently asked questions on the Public interest disclosure (Whistleblower) policy page.

Code of conduct

Ahpra’s Code of conduct requires Ahpra staff to act with integrity and in accordance with the highest ethical standards.
If the conduct you are complaining of does not amount to serious misconduct under Ahpra’s Whistleblower Policy but fails to meet the standards of behaviour expected of Ahpra employees under the Code of Conduct, please tell us using our online complaint form.

The purpose of Ahpra’s Complaints Management Framework is to listen to the concerns raised by people, and respond to complaints promptly, empathetically and fairly. We are committed to excellent customer service and continuous improvement. Our principles guide our actions in responding to your complaint.

Feedback is always welcome and helps us improve our services. We also want to hear from you if you think we are doing well. If you have a compliment for one of our staff, we will make sure we pass your feedback on. You can provide general feedback by completing a web enquiry form and selecting the ‘feedback’ option.

For further information about how we manage complaints about Ahpra contact our Customer Service Team on 1300 419 495 or make an online enquiry.