Complaintline complaint categories - health service provider

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To complain about the provider of a health service

Each State and Territory has a free, independent health service to help consumers with health service complaints, across all aspects of health in the public and private sector.

Your complaint may be about a private medical practitioner, a nursing home, a hostel or supported accommodation facility, a public or private hospital, or any other person or place providing a health service.

Who is a health service provider?
This includes doctors, dentists, specialists, hospitals (public and private), physiotherapists,
occupational therapists, social workers in a health setting, nursing homes, hostels,
supported residential services, nurses, acupuncturists, ambulance services, community health centres,
occupational therapists, optometrists, dietitians, physiotherapists, psychologists,
psychiatric services, speech therapists.

Why might you complain?
If the health service provider has -

failed to provide a service or provided a service that was unnecessary
denied you dignity or privacy
failed to give you adequate information
denied you access to information about your health care
failed to exercise due skill
failed to treat you in a professional manner


Who can complain?

the user of a health service
a person appointed by the user, acting as power of attorney or authorised by law
a parent or guardian of a child under 14
another health service provider
approved/prescribed persons


How to complain
In most cases, your complaint will need to be in writing.
But it is a good idea to ring first to discuss the matter and get some advice
about the complaint from an enquiries officer.

Click on your State or Territory

VIC	NSW	QLD	SA	WA	TAS	ACT	NT

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New privacy legislation for the private sector in Australia has applied to all health service providers in the private sector, regardless of size, since December 2001. Go to the Privacy Commissioner's website for more information on privacy in the Private Health Sector.
VICTORIA

Office of the Health Services Commissioner Takes complaints about both public and private health service providers.

Information which may help you with your complaint:

the Commissioner's Complaint Form (see column at left)
information about making a complaint

30th floor 570 Bourke Street Melbourne 3000 Phone - (03) 8601 5200 Freecall™ 1800 136 066 TTY - 1300 550 275 Fax - (03) 8601 5219 Email Website

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NEW SOUTH WALES

Health Care Complaints Commission
Takes complaints about both public and private health service providers.
Information which may help you with your complaint:

How to make a complaint to the Commission

Level 13, 323 Castlereagh St, Sydney 2000
Locked Bag 18 Strawberry Hills 2012
DX address: DX 11617 Sydney Downtown
Phone - (02) 9219 7444 (Sydney metro)
Freecall™ 1800 043 159 (inside NSW)
TTY - (02) 9219 7555 (Deaf and hearing impaired) Fax - (02) 9281 4585 Email Website

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QUEENSLAND

Health Quality and Complaints Commission (HQCC)

The HQCC is responsible for the oversight of quality activities in all public and private health services in Queensland.

It's also responsible for addressing complaints from any person associated with health service delivery, in a quality improvement context.
The HQCC can deal with complaints about hospitals, doctors, registered health professionals (e.g. psychologists, dentists), alternative health practitioners, nursing homes and others.

Information which may help you with your complaint:

how to make a complaint to the HQCC
the HQCC's frequently asked questions
Heath Quality and Complaints Commission Act 2006

Level 18, 288 Edward St Brisbane 4000
GPO Box 3089 Brisbane 4001
Phone - (07) 3234 0272 (Brisbane metro)
Freecall™ 1800 077 308 (excluding Bris metro)
Fax - (07) 3234 0333
TTY - (07) 3225 2559
Website


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SOUTH AUSTRALIA

Health and Community Services Complaints Commissioner (HCSCC)

The HCSCC covers health and community services across the SA public, private and non-government sectors. It was established by the Health and Community Services Complaints Act 2004 proclaimed on 3 October 2005.


Information which may help you with your complaint:

HCSCC info about how to make a complaint
complaints forms


PO Box 199 Rundle Mall Adelaide 5000
Phone - (08) 8226 8666
Freecall™ 1800 232 007 (inside SA)
Fax - (08) 8226 8620
Website

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WESTERN AUSTRALIA

Office of Health Review (OHR)
Takes complaints about both public and private health service providers.
Information which may help you with your complaint:

info about the OHR's complaint process
info about how to lodge a complaint



Level 12, St Martin's Tower, 44 St George's Terrace Perth 6000 GPO Box B61 Perth 6838 Phone - (08) 9323 0600 Freecall™ 1800 813 583 (inside WA) Fax - (08) 9221 3675 Email
Website

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TASMANIA

Health Complaints Commissioner (HCC)
Takes complaints about both public and private health service providers.
Information which may help you with your complaint:

info about how to lodge a complaint
complaint forms


GPO Box 960 Hobart 7001
99 Bathurst St Hobart 7000
Phone - 1300 766 725 (cost of local call anywhere in Australia)
Fax - (03) 6233 8966
Email
Website

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ACT
Health Services Commissioner
Takes complaints about both public and private health service providers.

Your complaint must be in writing, but Commission staff can assist people to put their concerns in writing, and can arrange for assistance to be provided by interpreters and advocates.
Information to help you with your complaint here

Level 2, 12 Moore St Canberra City 2600
GPO Box 158 Canberra City 2601
Phone - (02) 6205 2222
TTY - (02) 6205 0525
Fax - (02) 6207 1034 or 6207 0587
Website
Email


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NORTHERN TERRITORY

Health & Community Services Complaints Commission (HCSCC)
Takes complaints about both public and private health service providers.
Information which may help you with your complaint:

Code of Health Rights and Responsbilities (NT)
the Commission's complaint process
how to make a complaint

Phone - Freecall™ 1800 806 380

Darwin: 12th floor, NT House 22 Mitchell St Darwin 0800 (GPO Box 1344 Darwin 0801)
Alice Springs: Ground Floor Centrepoint Building Hartley St Alice Springs 0870 (PO Box 2388 Alice Springs 0871)

Website
Email

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