The Health Complaints Commissioner (HCC) resolves complaints about healthcare and the handling of health information in Victoria. It can also investigate providers who pose a serious danger to the public.
It's best to discuss any issues with your provider first before lodging a complaint. If you cannot do this or have tried and are still not satisfied, contact the HCC. The office acts independently and impartially and provides its service free of charge.
Anyone can lodge a complaint with the HCC, including health service consumers and their friends and family members, health service staff and volunteers, concerned community members and professional organisations.
Complaints may be about:
- access to services
- quality and safety
- care and attention
- respect, dignity and consideration
- communication about treatment, options and costs
- the level of involvement in healthcare decisions
- access, privacy and confidentiality of personal health information
- complaint handling by the health service provider.
You can make a complaint about any health service provider in Victoria. This includes public or private hospitals, community health services, registered providers like doctors and dentists or non-registered providers such as counsellors and alternative therapists. You can also make a complaint about anyone who holds your health information, including non-health service providers such as schools and insurers, about how they handle that information.
The HCC is independent and does not take sides. They will work with you and the provider to resolve complaints quickly, fairly and effectively. Depending on the details of your complaint, you may be able to obtain:
- an explanation about what happened, and why it happened
- an apology
- access to treatment
- access or amendment to health records
- a refund or compensation
- a change in policy or practice to prevent future problems.
Services provided
The Health Complaints Commissioner (HCC) resolves complaints about healthcare and the handling of health information in Victoria. It can also investigate providers who pose a serious danger to the public.
Eligibility
Available to everyone in Victoria
Contact
For more information, see Contact on the HCC website or fill out their online complaint .
Costs
The Health Complaints Commissioner provides a free service.
Calls are charged at the cost of a local call.
Calls from mobile phones may be charged at a higher rate.
Website
https://hcc.vic.gov.au/Tip
You can contact the Health Complaints Commissioner to discuss your concerns and options – they may be able to help you raise your concern with the health service without making a formal complaint.
Important
- The Health Complaints is impartial and confidential, and participation in the complaints process is voluntary.
- The Office of the Health Complaints does not charge fees.
- Complaints are resolved through cooperation, with the Health Complaints encouraging open discussion.
- Making a complaint via the Health Complaints can be a alternative to legal proceedings.