Before making your complaint
If something didn’t feel right about your care, you have the right to speak up. Your experience matters. You have the right to be heard and to receive safe, respectful care.
Often, the fastest way to resolve a concern is to contact the health service or provider directly. This can lead to a quicker explanation, an apology, or action to fix the issue.
A health service provider must not punish you for making a complaint. It is against the law.
You can choose the pathway that feels right for you. If it does not feel safe or appropriate to contact the provider, you can contact us directly.
Talk to your health service provider first
Rasie your concern
You can raise your concern in a way that suits you. For example, you can:
- speak to staff in person or by phone
- send an email or letter
- use an online feedback or complaints form.
You do not need to use formal language. You can keep it simple. It’s best to avoid being rude.
If you need help with communication or language, you can ask the service for support.
You might say:
- “I’d like to talk about something that didn’t feel right during my care.”
- “I have some concerns and would like an explanation.”
- “This experience has affected me, and I’d like to discuss what can be done.”
What to include
It can help to briefly explain:
- what happened
- when and where it happened
- who was involved
- how it affected you (physically, emotionally, financially, culturally)
- what you would like to happen.
You can also tell the service how you would like to be contacted and when you would like a response.
A reasonable timeframe is usually about 21 days (3 weeks), or up to 35 days (5 weeks) for larger services such as hospitals.
Keep a record
If you can, keep a note of who you contacted, when, and what was discussed. Keep copies of any emails or letters.
This can help if you need to take further action later.
If this feels difficult
It is common to feel unsure or uncomfortable about raising a concern.
You can:
- bring a support person
- ask someone to speak or write on your behalf
- take your time and keep your message short
- focus on what matters most to you.
You only need to share what you feel comfortable sharing.
You do not have to do this alone. You can ask for help from:
- a friend or family member
- a carer or support worker.
Aboriginal and Torres Strait Islander people may choose to speak with an Aboriginal Liaison Officer or involve a trusted community member.
Resources
Here are some tips to help you with the process.
You may also find additional resources and tips on how to make a complaint about a health service provider on the Australian Commission on Safety and Quality in Health Care website.
If your concern is not resolved
If you do not receive a response within a reasonable time, or you are not satisfied with the outcome, you can contact us for advice or to make a complaint.
How to make a complaint
Online
The quicket and easiest way to make a complaint to us is through our online form.
Call 133 OHO (133 646)
Monday to Friday
9.30 am to 4 pm
We can discuss your concerns, explain the complaints process or help you complete the online form.
Write to us
You can download and complete a paper complaint form and return to us.