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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

To be the cornerstone of a transparent, accountable and fair system for effectively and expeditiously dealing with complaints and other matters related to the provision of healthcare in Queensland.

Our purpose

To protect the health and safety of the public and instil confidence in the health system in Queensland by assessing, investigating, resolving and prosecuting complaints about healthcare.

Our values

  • The health and safety of the public are paramount.
  • We act independently, impartially and in the public interest.
  • We treat all people fairly and equitably.
  • We recognise that open and honest communication and the sharing of information helps to improve health service delivery.
  • We embrace transparency and ensure accountability across the health service complaints system in Queensland.
  • We produce timely and high quality work.
  • We develop our capability and use innovative processes to improve our service.

Our commitment to Queenslanders

We are committed to providing a high quality complaints handling, dispute resolution, conciliation and investigation service to Queenslanders. In doing so, we will act fairly, impartially and independently; making well-informed decisions and providing accurate advice to complainants, health service providers and other stakeholders.

Our role

  • Protect the health and safety of the public.
  • Promote professional, safe and competent practice by health practitioners.
  • Promote high standards of service delivery by health service organisations.
  • Maintain public confidence in the management of health complaints and other matters relating to the provision of health services.

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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