Making a health complaint

Most health care in Australia goes well, but sometimes things go wrong. You might be unhappy with communication, costs, waiting times, privacy, or the care itself. The Australian Charter of Healthcare Rights includes a right to give feedback and make a complaint, and have it handled properly.

This is general information, not legal advice.

Start with the provider

According to the Australian Commission on Safety and Quality in Health Care, it's usually best to raise concerns with the health service first. You can:

• talk to the person involved;
• ask to speak to the practice manager or patient liaison officer;
• put your complaint in writing.

Explain what happened, how it affected you and what you'd like to happen.

Health complaints bodies

If you can't resolve the issue, you can contact your state or territory's independent health complaints body. For example:

• Victoria: Health Complaints Commissioner (HCC), 1300 582 113.
• New South Wales: Health Care Complaints Commission (HCCC), 1800 043 159.

Other states and territories have their own bodies. Search for your state or territory's health complaints commissioner.

Practitioner conduct

Concerns about a registered practitioner's conduct, health or performance can be raised with Ahpra (outside NSW and, for some matters, Queensland, which have their own arrangements).

Tips

• Keep notes, dates and copies of documents.
• Be clear about what outcome you want.
• Ask for help from a support person or advocate if needed.

Writing a clear complaint

A written complaint is often easier to resolve when it's clear and factual. Include:

• your name and contact details;
• the name of the service or provider and the date(s) involved;
• what happened, in order, sticking to facts;
• how it affected you;
• what you've already done to try to resolve it;
• what you'd like to happen, such as an explanation, an apology, a refund or a change in practice.

Keep a copy. Health complaints bodies may ask for this information, and many have online forms. If writing is difficult, you can usually make a complaint by phone, or ask someone to help you.

What outcomes are possible

Depending on the complaint, outcomes might include an explanation of what happened, an apology, a refund, changes to how a service works, or further action against a provider where there are serious concerns. Health complaints bodies generally aim to resolve complaints fairly and may use conciliation, where both sides discuss the issue with help from an impartial person. They usually can't award compensation in the way a court can. If you're considering legal action, get independent legal advice; community legal centres may be able to help.

Your privacy

Health information is sensitive, and Australian privacy law places obligations on health services about how they collect, use, store and share it. Practices should have a privacy policy explaining this, and you can ask to see it. You generally have a right to access the health information a practice holds about you, although a practice may charge a reasonable fee for providing copies. If you're concerned about how your information has been handled, raise it with the practice first. The Office of the Australian Information Commissioner (OAIC) handles privacy complaints about many health services.

If you're helping someone else

Many people book and attend appointments for a child, partner, parent or friend. If you're a carer:

• ask the person (if they're able) what they want to discuss, and write it down together;
• bring their Medicare card, list of medicines and any notes about changes you've noticed;
• let the GP speak directly to the person where possible, and add your observations;
• ask whether the practice needs written consent for you to receive information on the person's behalf.

Carer Gateway, an Australian Government service, offers free support for carers, including information, counselling and respite. Looking after yourself matters too, so mention your own health at your next appointment.

If you need an interpreter

If English isn't your first language, you can ask for an interpreter. The Translating and Interpreting Service (TIS National), run by the Australian Government, provides interpreting, and many GPs and specialists can use it for free for eligible consultations. Tell the practice when you book so it can arrange an interpreter by phone or, sometimes, in person. Using a professional interpreter, rather than a family member, helps make sure medical information is passed on accurately and privately. If you're deaf or have a hearing or speech impairment, ask about the National Relay Service or Auslan interpreting.

Finding reliable health information

There's a lot of health information online, and not all of it is accurate. Some tips:

• start with trusted sources such as healthdirect, government health departments and well-known health organisations;
• check who wrote the information, when it was last updated and whether it applies in Australia;
• be cautious of sites selling products or making dramatic claims;
• bring what you've read to your GP and ask what applies to you.

On this site, we link to official sources for every factual claim and note when information was last reviewed. Rules about Medicare, telehealth and programs can change, so always check the source pages.

Keeping track of your own health information

It's useful to keep your own record of key health information: your conditions, medicines, allergies, vaccinations, test results and the names of your GP and specialists. You can keep a paper folder, a note on your phone, or use My Health Record, the Australian Government's online summary of your health information. My Health Record can hold information such as prescription and dispensing records, pathology and imaging reports, and hospital discharge summaries, depending on what your health providers upload. You can access it through myGov and control some privacy settings. Having this information to hand makes appointments, and especially appointments with new providers, much smoother.

Other places that can help

Depending on the issue, other organisations may be able to help:

• privacy concerns about many health services can go to the Office of the Australian Information Commissioner;
• concerns about a registered practitioner's conduct or performance can go to Ahpra and the relevant national board (with different arrangements in NSW and Queensland);
• concerns about private health insurance can go to the Commonwealth Ombudsman's private health insurance service;
• concerns about aged care can go to the Aged Care Quality and Safety Commission.

If you're not sure where to go, your state or territory health complaints body can point you in the right direction.

Common misunderstandings

A few things people often get wrong:

• "Every GP must bulk bill." No. Practices decide their own billing policies, so always ask.
• "I can only see one GP." You can see any GP, although seeing a regular GP supports continuity of care.
• "A short appointment is always enough." If you have several issues, book a longer appointment.
• "I shouldn't bother the doctor with small things." If something is worrying you, it's reasonable to ask.
• "Online information is as good as a consultation." Reliable websites like healthdirect are helpful, but they don't replace advice from a health professional who knows your situation.

How we keep this guide up to date

Medicare rules, government programs and service arrangements change from time to time. We review this guide against the official sources listed below and update the date at the top of the page when we check it. If something has changed, or you spot an error, please let us know through our contact page. Before you rely on any detail, especially eligibility rules, check the official page linked in the sources, or ask your practice or Services Australia directly.

Key points

• You have a right to give feedback and complain.
• Start with the provider.
• If unresolved, contact your state or territory health complaints body.
• Keep records.