A consumer/patient complaint is any expression of dissatisfaction or concern, by or on behalf of a consumer or group of consumers regarding the provision of a health service and health care. (Queensland Health Consumer Complaints Management Policy 2007 )
Patients or users of a health service are not the only consumers who may make a complaint. They can also be made by another person on behalf of the consumer/patient, such as a relative, carer, friend, consumer advocate, the Adult Guardian, or any person concerned about health care.
Complaints will also be accepted from a child, where the child is assessed as having sufficient level of maturity and understanding. If the child is considered to lack the capacity a parent or legal guardian can make the complaint on the child's behalf.