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About us

Office of the Health Ombudsman

The Office of the Health Ombudsman is Queensland’s health service complaints agency. We are an independent statutory body and the one place all Queenslanders should go if they have a complaint about a health service provider or a health service provided to them, a family member or someone in their care.


Our vision

Safe, competent and ethical health services that are responsive to consumer complaints.


Our purpose

  • Protect the health and safety of consumers
  • Promote high standards in health service delivery
  • Facilitate responsive complaint management

Our values

  • We are a people-focused organisation that recognises people are at the centre of everything we do. We respect others, value diversity and recognise that meaningful relationships are critical to success.
  • We are focused on quality outcomes and we value professionalism, diligence and thoroughness. We acknowledge the decisions we make have a significant impact on people.
  • We act ethically, impartially, objectively and with integrity. We do not take sides.
  • We recognise the challenge of sustainability in the face of increasing demand for our services. We encourage new ideas and embrace new ways of working.

Strategic challenges and opportunities

  • We will embrace proactive, innovative and dynamic approaches and solutions to maximise our ability to respond to service demand.
  • Increasing demand across our functions impacts our ability to maintain service delivery and meet legislative timeframes.
  • We will foster a sustainable workforce through strong leaders who embrace our vision, purpose and values, and a capable and engaged workforce that operates in a safe and supportive environment.
  • The need to demonstrate value to our stakeholders requires consistent, effective and efficient responses in the face of increasing demand.
  • We will build trust and confidence through considered, proportionate and timely responses; acting fairly and impartially; supporting our work with effective governance and assurance systems and developing and maintaining meaningful relationships.

Objectives and strategies

  • Take proportionate and timely action in response to serious complains and notifications about health practitioners.
  • Identify and analyse systemic issues impacting on the delivery of health services, the regulation of health practitioners and management of health complaints.
  • Facilitate the effective and efficient management and resolution of health service complaints.
  • Operate an accountable and performance driven organisation.

Our functions

  • Receive and investigate complaints about health services and health service providers, including registered and unregistered health practitioners.
  • Decide what action to take in relation to those complaints and, in certain instances, take immediate action to protect the safety of the public.
  • Monitor the health, conduct and performance functions of the Australian Health Practitioner Regulation Agency and national health practitioner boards.
  • Provide information about minimising and resolving health service complaints.
  • Report publicly on the performance of our functions.
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