Compliments and complaints
At the Office of the Health Ombudsman we want to hear your feedback – good or bad – to help us ensure we are delivering quality services.
Compliments
If we have done something well, please let us know.
Write
Director, Business Innovation
Office of the Health Ombudsman
PO Box 13281, George Street, Brisbane, Qld, 4003
Phone
133 OHO (133 646)
Complaints
The Office of the Health Ombudsman is committed to managing complaints effectively. We will deal with all complaints against our actions, decisions or the conduct of our staff in a responsive, confidential and fair manner. All complaints will be treated in the strictest confidence and in accordance with the privacy principles contained in the Information Privacy Act (2009) (Qld). There are four main steps in the complaints process.
Step 1 Try to resolve the complaint informally
If you have a complaint to make, discuss your concerns with the area responsible for the service. You may be able to resolve the complaint informally. Contact us on 133 OHO (133 646) and we will put you through to the relevant business area.
Step 2 Make a formal complaint
If your concern can’t be resolved, or you are unhappy with the outcome, you can lodge a formal complaint. You can make a verbal or written complaint. Wherever possible it’s best to contact us in writing so we can accurately and thoroughly investigate all aspects of your complaint.
Anonymous complaints will be accepted, but it can be more difficult to investigate a complaint without all the necessary information.
Written complaints
Download and complete our complaint form and return it by email or mail.
Email:
Mail:
Director, Business Innovation
Office of the Health Ombudsman
PO Box 13281, George Street, Brisbane Q 4003
Verbal complaints
Call 133 OHO (133 646) to make a verbal complaint. Please have the following information ready:
- your name and contact details
- full details
- full details of the events, dates and places concerning the complaint
- the names of others who may have witnessed or have information about the complaint
- any other evidence that supports the complaint
- the desired outcome.
The Translation and Interpreting Service is available for complainants who are unable to speak or write in English.
The National Relay Service is available for people with hearing or speech impairments.
Step 3 Resolving your complaint
We try to resolve complaints within 30 working days.
If a complaint is more complex or sensitive and requires more time to resolve, the reasons for this extension will be explained to you, and regular progress updates will be provided until the complaint is finalised.
Step 4 Unresolved complaints
If you are not satisfied with how your formal complaint was resolved, you can contact the Queensland Ombudsman.
The Queensland Ombudsman’s office is an independent complaints investigation agency. Their role is to ensure that public agencies like the Office of the Health Ombudsman, act fairly and make the right decisions for Queenslanders.
