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How to provide feedback

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The healthdirect and Pregnancy, Birth and Baby services are managed by Healthdirect Australia. You can provide feedback (compliments, suggestions or complaints) about our services by sending an email to feedback@healthdirect.org.au.

Please note: Healthdirect Australia does not monitor feedback outside business hours (Monday to Friday, 9am – 5pm AEST), on weekends or on public holidays.


Making a complaint about a Healthdirect Australia service

Any person can make a complaint, including:

  • the person who experienced the problem
  • a parent or guardian of the person or child concerned
  • a relative, friend or representative chosen by the person
  • a health service provider or other concerned person

If you are making a complaint on behalf of another person, you should provide evidence of your authority to act on their behalf (either through your relationship to the person or with their written authority). This will help Healthdirect Australia process the complaint. Healthdirect Australia cannot provide a response to, or discuss, your complaint without this authority.

Advocacy

If you are making a complaint, you can engage an advocate to assist you and speak on your behalf. An advocate may be a family member, a friend or a health professional such as a family GP.

You will need to advise Healthdirect Australia when an advocate is to be used so that the correct information is shared and no-one’s privacy is breached.

What do I need to include in my complaint?

A written complaint should state:

  • who was involved
  • what happened, and when
  • which Healthdirect Australia service your complaint relates to
  • what you are concerned about
  • whether you have done anything else to address this matter
  • what you want to happen now

You should attach any extra information and copies of relevant documents to your written complaint. You will need the consent of the person who received the treatment to access their health records.

Please also note the following important points:

  • A complaint concerning the immediate health or safety of a person should be made without delay.
  • Complaints concerning sexual or physical assault should be made to the police.
  • Provide as much information as possible about your contact with the service so Healthdirect Australia can fully investigate.
  • Think about your expectations – how would this complaint be satisfactorily resolved for you?

What does Healthdirect Australia do when my complaint is received?

When Healthdirect Australia receives your complaint, you will be sent an acknowledgement within 2 working days. The relevant health service provider will be forwarded the details so they can investigate. The duration of the investigation will generally depend on how serious the issue is and the type of investigation required.

What if I’m not satisfied with the response?

If Healthdirect Australia’s response doesn’t meet your expectations, you can:

  • contact your state or territory’s Department of Health
  • contact a Healthcare Complaints Commission in your state or territory to discuss your complaint

Last reviewed: June 2019

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