Amelia’s story

Amelia first contacted our office to raise concerns that she had not been able to contact Ahpra to make a notification and had been on hold on the phone to Ahpra for two hours. We encouraged Amelia to contact Ahpra again because Ahpra was the appropriate entity to hear her concerns. Amelia was then able to contact Ahpra but returned to our office to raise concerns that Ahpra had not called her back the next day as promised. She was very distressed because she felt she had not been listened to.

We explained the role of Ahpra’s notifications process to Amelia to ensure she understood what outcomes were possible. We then made preliminary inquiries into the complaint and requested that a member of Ahpra’s notifications team contact Amelia to discuss her notification. We also requested that Ahpra help Amelia as a matter of urgency due to our concerns about her wellbeing.

Ahpra confirmed that its notifications team had spoken to Amelia and that her notification had been successfully lodged.