Complaints & Feedback
We value your feedback and are committed to resolving any concerns promptly and fairly. Your voice matters to us.
How to Make a Complaint
We make it easy to share your concerns
Online Form
Complete our secure online complaint form below. This is the fastest way to submit your complaint.
Phone
Call us Monday to Friday, 9am - 5pm AEST. Our team will take your complaint details.
1300 33 18 35Types of Complaints We Handle
We address a wide range of concerns
Service Quality
Concerns about the quality of care or service delivery
Examples:
- •Delayed appointments
- •Provider professionalism
- •Service standards
Billing Issues
Problems with fees, charges, or billing processes
Examples:
- •Incorrect charges
- •Billing disputes
- •Refund requests
Privacy Concerns
Issues related to privacy, confidentiality, or data handling
Examples:
- •Unauthorized disclosure
- •Data access requests
- •Privacy breaches
Accessibility
Barriers to accessing our services or website
Examples:
- •Language barriers
- •Technical difficulties
- •Physical access issues
Our Complaints Process
Transparent, fair, and timely resolution
Submit Your Complaint
Complete our online form or contact us directly. Include as much detail as possible.
Immediate
Acknowledgment
We will acknowledge receipt of your complaint within 2 business days.
2 business days
Investigation
We will investigate your complaint thoroughly and may contact you for additional information.
10-20 business days
Response
We will provide a written response with our findings and any actions taken.
Within 30 days
Submit a Complaint
External Complaint Options
If you are not satisfied with our response, or if your complaint relates to a registered health professional, you may contact:
AHPRA (Australian Health Practitioner Regulation Agency)
For complaints about registered health professionals
www.ahpra.gov.auOAIC (Office of the Australian Information Commissioner)
For privacy-related complaints
www.oaic.gov.auWe're Here to Help
Your feedback helps us improve. We take all complaints seriously and are committed to resolving issues fairly and promptly.
Visit Help Centre