Practitioners helping regulator improve how complaints are handled

07 Nov 2025

Practitioners with lived experience of the notifications process are helping the Australian Health Practitioner Regulation Agency (Ahpra) and the National Boards continue their vital reform work.

Ahpra commissioned an Expert Advisory Group (EAG) in 2021 to gain a deeper understanding of the impact that being the subject of a complaint or concern has on a practitioner. It also identified areas where the notifications process itself could be improved.

The EAG delivered its landmark report in 2023, with all recommendations and actions accepted by Ahpra and the National Boards. There are four broad areas for improvement: managing practitioner health concerns; being open, transparent and fostering hope; supporting practitioners throughout the process; and learning from the practitioner experience.

'We want to minimise the distress that someone feels when they’re going through the notification process. Because we know that safe practice starts with practitioner wellbeing,’ Ahpra Chief Executive Officer Justin Untersteiner said.

Ahpra’s response to the EAG report has been aided by the involvement of practitioners who have lived experience of the notifications process.

Amanda Haimes, a practitioner with lived experience, said being a member of the EAG had been one of the most meaningful experiences of her career.

‘Our work is about change; change that means future practitioners won’t have to carry the same fear, shame or pain that we did,’ Ms Haimes said.

‘If our work with the EAG makes that a reality, then it’s all been worth it, and I can’t think of a more worthy cause.’

With 13 of the 33 actions arising from the EAG work already carried out, Ahpra and the National Boards have released a progress report detailing the reforms to date

One of the main areas of improvement has been in how Ahpra manages notifications about a practitioner’s health. These reforms have ranged from changes to the recruitment of regulatory advisors to improve negotiation and conflict resolution skills to addressing myths and misinformation about notifications.

‘I’m deeply proud of what we’ve achieved and in awe of my colleagues’ commitment to protecting the public and the wellbeing of our profession,’ Ms Haimes said.

Some of the work requires further collaboration with professional associations, support services, indemnity providers, legal defence firms and education providers. The final recommendations and actions will be implemented in 2026.

Visiting Professor in Ethics and Regulation at the University of Surrey, Dr Anna Van der Gaag, also a member of the EAG, welcomed the update.

‘It shows that Ahpra and the National Boards are making real progress towards faster, better and more compassionate regulatory actions,’ Dr Van der Gaag said.

‘This is good for patients and good for health practitioners. The work of understanding our data, combined with listening to those with lived experience, is having an impact. We need to have both as part of our ‘business as usual’ if progress is to continue in this positive direction.

‘This work is not yet finished, but this report shows that Ahpra is well on the way.’