Complaints

Lodging a complaint

Complaints can be lodged by:

• A patient or user of a health service or their representative
• Another health practitioner
• The Executive Officer
• The Minister for Health
• A foreign regulatory authority such as an interstate registration Board
• The Legal Friend
• Another person if considered in the public interest
• The Adult Guardian

If you are dissatisfied with an aspect of a health practitioner's service or conduct, you should try to resolve the issue with the practitioner first (direct resolution). All health practitioners should provide a suitable means for patients to report grievances.

Dealing with complaints

If direct resolution is inappropriate or unsuccessful, complaints about registered health practitioners can be made to the Health Quality and Complaints Commission (HQCC) or to the appropriate Registration Board.

The HQCC and the Boards consult regularly about complaints. While most complaints are dealt with by the HQCC in the first instance, the Boards will primarily deal with complaints that may provide a ground for disciplinary action to be taken, such as sexual misconduct or compentency issues.

Contact details

Complaints by a patient or user of a health service or their representative should be made in the first instance to the Health Quality and Complaints Commission. Telephone the HQCC on 3120 5999 or toll free from outside Brisbane on 1800 077 308 or write to the Health Quality and Complaints Commissioner, GPO Box 3089, BRISBANE QLD 4001.

Alternatively, complaints about health practitioners should be made in writing to the Professional Standards Unit, Office of Health Practitioner Registration Boards, GPO Box 2438, BRISBANE QLD 4001 or by fax to (07) 3247 3267.

Writing complaints

A written complaint should include:

• Your name and address (for representatives, patient name and why the patient is unable to make a complaint)
• The practitioner's name
• Date of the treatment or incident you wish to complain about and where it happened
• Details of the complaint
• Names and addresses of any witnesses (this may include other health practitioners)
• Copies of relevant documents (medical records, test results or correspondence)
• Other organisations investigating (eg Health Insurance Commission, professional association or the police)
• Your desired result
• Any special needs such as help with English

If a health practitioner may be ill

A health practitioner's practice can sometimes be affected by conditions such as psychiatric illness or drug or alcohol problems and may be dealt with separate from the disciplinary process, under the Health Assessment and Monitoring Program.

Confidentiality

The Boards are committed to keeping information received confidential as far as possible. However, in most cases, it will be necessary to provide a copy of your complaint to the practitioner to allow him or her to provide a report addressing your complaint.

If you are concerned about the possible release of your information to others under the Freedom of Information Act 1992  , further information is available here.