Alexander’s story

Alexander contacted us because he was concerned that Ahpra had not provided regular updates about an investigation into a notification made about him. Alexander believed that the notification had been made vexatiously and that there had been inaccuracies in Ahpra’s communications with him. He was also concerned about the length of time the investigation was taking and wanted an update on when it would be finalised.

What we found

With Alexander’s consent, we transferred the complaint to Ahpra as part of our early resolution transfer process. In its response, Ahpra:

• apologised for the errors in its correspondence and for any additional stress this had caused
• outlined the telephone communication and written updates that had been provided to Alexander and explained that this was generally within its expected service standards
• offered apologies for the instances where communication had been delayed and assured Alexander that regular and meaningful progress had been made in the investigation
• advised Alexander that his concerns about the notifier’s motives would be shared with the Board
• advised that there was enough concern about the nature of the allegations made about Alexander’s conduct that more information was needed for the Board to make an informed decision
• provided Alexander with an update on expected next steps for the investigation.

Complaint outcome

We contacted Alexander to confirm whether Ahpra’s response addressed his complaint. Alexander was satisfied with Ahpra’s response and said that he would return to our office once the matter was finalised if he had additional concerns.