Complaints

» Resources and reports
» How to make a complaint

Who can make a complaint?

This webpage refers to complaints against a health service during the provision of health care. It is not for health care staff complaints. Health care staff with a complaint should proceed through the relevant grievance process.

Complaints about provision of health care (or lack of it) can be made by anyone. Health care consumers, their family, carers and visitors can make a complaint about the health system.

When can a complaint be made?

A complaint can be made at any time after the problem has occurred. However, it should be noted that the quicker a complaint is lodged the quicker an investigation into the complaint can be initiated.

What is complaints management?

Managing complaints effectively is a key function of providing quality health care services. Complaint reports and comments assist hospitals and health services to make changes so that patients do not experience the same problems again or similar problems do not occur with other patients.

As part of their safety and quality obligation, the Department of Health and Area Health Services are required to manage complaints in a timely and appropriate manner, review their complaint data, identify systemic and recurring problems and to develop strategies to improve clinical practice and the delivery of health care services across the organisation.