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Home
About
Complaints and feedback about us
Our principles for dealing with...
Our principles for dealing with complaints about Ahpra
About
Contact us
Who we are
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expand
Ahpra Board
collapse
expand
Member profiles
Meeting communiqués
Accreditation Committee
Finance, Audit and Risk Management Committee
People and Remuneration Committee
Regulatory Performance Committee
Ahpra Senior Managers
What we do
collapse
expand
Regulatory principles for the National Scheme
Ahpra in numbers
Legislation
Who we work with
collapse
expand
eHealth
Memoranda of Understanding
New cost allocation model and NSW fees
Data access and research
collapse
expand
What data are already available?
Data not publicly available?
Health profession demographic snapshot reports
Statistics
collapse
expand
Archive 2018
Archive 2017
Archive 2016
Archive 2015
Ahpra FAQ
What you can expect from us
What we ask of you
Translations
National Scheme Strategy
Aboriginal and Torres Strait Islander Health Strategy
collapse
expand
Health and Cultural Safety Strategy
The Aboriginal and Torres Strait Islander health workforce series
Aboriginal and Torres Strait Islander Health Strategy Group
Communiques
Statement of Intent
Ahpra's Aboriginal and Torres Strait Islander Employment Strategy 2020 – 2025
Our engagement activities
collapse
expand
Engagement strategy
Collaboration with the World Health Organization
collapse
expand
Western Pacific Regional Network of Health Workforce Regulators
Advisory groups
collapse
expand
Community Advisory Council
Education Provider Reference Group
Expert Panel on Drug and Alcohol Screening
Prescribing Working Group
Professions Reference Group
Scheduled Medicines Expert Committee
Careers at Ahpra
Accessibility
Privacy, Freedom of information and Information publication scheme
collapse
expand
Privacy
collapse
expand
Collection statement for Paramedicine Portfolio and Nursing and Midwifery Self-Check and Portfolio forms for the assessment of non-approved qualifications
Collection statement for application for registration forms
Collection statement for application for registration forms (Medical Board)
Collection statement for renewal forms
Collection statement for application for endorsement of registration forms
Collection statement for application for review of conditions or undertakings forms
Collection statement for Notification (complaint)
Collection statement for form NOCE-00 – Notification of certain events
Collection statement for form AFOI-00 – Application for freedom of information
Collection statement for online subscription forms
Collection statement for financial hardship for payment of registration fees forms
Collection statement for Student Register
Freedom of Information
collapse
expand
Making an FOI Request
Decisions
FOI Privacy
Freedom of Information Disclosure Log
Information Publication Scheme
Complaints and feedback about us
collapse
expand
Our principles for dealing with complaints about Ahpra
Public Interest Disclosure (Whistleblower) Policy
Whistleblower FAQ
Ministerial directives and communiqués
collapse
expand
National Law amendments
collapse
expand
Joint statement
Policy directions and guidance
Announcements – appointments to National Boards
Ministerial communiqués
National Scheme reports and reviews
Establishment of the scheme
Our principles for dealing with complaints about AHPRA
Expand all
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Collapse all
Accessibility
Expand
Information about our complaints policy and how to make a complaint is available publically and is easy to find.
People are provided with a range of contact options to make a complaint.
People are assisted to make a complaint when assistance is needed.
We recognise that some people have particular needs or vulnerabilities and provide a complaint service that accommodates the requirements of all people.
We communicate with people in a way that suits the person.
We encourage people to give us their feedback about our decisions, policies, procedures and service.
Understanding
Expand
We understand and acknowledge that the issue raised is important to the person making a complaint.
We talk to the person raising the concern
We demonstrate that we have understood the concerns raised.
We ask how people would like their concern to be resolved.
In our response we acknowledge and consider a person’s feelings as valid and important.
Responsiveness
Expand
We have systems in place that identify how complaints are assessed, allocated and escalated when appropriate.
We adhere to all required complaints management time frames and when this isn’t possible we contact to people to let them know a revised time frame and provide an explanation for the delay.
Our staff are empowered to resolve complaints as quickly and efficiently as possible.
We acknowledge that methods for dealing with complaints will differ depending on the circumstances and allow flexibility to resolve a complaint in a way that is appropriate in the circumstances.
Transparency
Expand
We talk to people about what is and isn’t possible during the complaints management process and explain why.
In our acknowledgement we tell people what to expect and when, while Ahpra investigates their complaint.
We provide a full explanation to people of the reasons for our decision regarding their complaint.
During the complaints process we review what information we have previously provided to determine if there is any further information we could provide to a person to better help them understand our decision, processes or policies.
We are open about our processes and our management of a matter and seek to demonstrate how we act in the public interest when we respond to a complaint.
We have an open, constructive and responsive relationship with the National Health Practitioner Ombudsman and Privacy Commissioner.
Fairness
Expand
Concerns raised to us are dealt with in a spirit of resolution rather than defensiveness.
We offer an explanation and an apology when a mistake is made.
We offer to people that their complaint can be dealt with by an independent officer.
Our staff are impartial in their management of all concerns raised about Ahpra and National Boards.
People are advised of their options to escalate their complaint if they remain concerned and assistance to do so if this is needed.
Our staff are offered an opportunity to respond to any allegation made about them personally and consistent with our policies and procedures.
Improvement
Expand
We have well established procedures to identify and report issues about our service delivery, policies and procedures during the management of a complaint.
We regularly review data captured from the complaints process to identify thematic issues.
We ensure that any identified problems with our systems or service delivery are followed up and required changes are implemented.
We encourage learning from complaints to improve our services.
Accountability
Expand
Our complaint management framework is appropriately resourced and staff are given training and support to effectively manage complaints.
We identify, measure and report on Key Performance Indicators (KPI’s) to ensure that we are providing a quality service.
We report publically on our complaints handling performance in our annual report and other documents as appropriate.
We undertake a quality review of our Complaints Management Framework at least every 12 months so that we can evaluate our performance.
Our Complaints Management Framework is reviewed every two (2) years to ensure that it is still fit for purpose.
Page reviewed 24/10/2022