Anonymous and confidential complaints
Complaints can be made anonymously or by using a fake name (pseudonym).
We also accept complaints made on a confidential basis. This means you can ask that we do not share personal information that you have provided to us (such as your name) with any other entities who are involved in the complaint.
We request that people wishing to make anonymous or confidential complaints clearly explain this when they first contact us. While we understand that some complainants may be cautious about what information they share about sensitive matters, it is important that we are provided with as much information as possible so we can comprehensively assess the matter.
Ideally, anonymous or confidential complaints should be made by phone so we can check our understanding of the complaint issues and also discuss the limitations we may face in progressing the matter.
Limitations of anonymous and confidential complaints
We always do our best to assist people who wish to make a complaint. However, it may be difficult (and sometimes impossible) for us to progress a complaint without certain information such as the name of the relevant health practitioner or notifier.
This is because:
- it can be difficult for us to clarify or ask any further details about the complaint if we do not have the contact details of the complainant
- we may not be able to gather specific information from other entities about the issues raised in the complaint
- we need to ensure those involved in the complaint are given a fair opportunity to respond to allegations and it may be difficult to explain an allegation without disclosing certain information
- in some circumstances we may be compelled to share information about a confidential complaint with others, such as if the matter is the subject of legal proceedings.
We request that complainants contact us by phone to make an anonymous or confidential complaint so we can talk in detail about any limitations we may face in progressing the matter.
Our office hours are 9:00 am to 5:00 pm Melbourne time, Monday to Friday (excluding Victorian public holidays). A voicemail service is also available.
Need help to make a complaint?
If you are a non-English-speaking person, you can use the Translating and Interpreter Service (TIS) on 131 450.
If you are deaf, or have a hearing impairment or speech impairment, you can contact us through the National Relay Service:
Internet Relay users connect to the National Relay Service then ask for 1300 795 265.
If you need other support to make a complaint, please let us know and we will do our best to help.
Find out more
About usAbout us
Learn more about our vision, purpose and values.
Find out more about how our office operates.
Learn more about the Health Practitioner Regulation National Law (the National Law) and other laws that govern our work.
Ombudsman complaintsOmbudsman complaints
The Ombudsman can assist with complaints about how Ahpra and the National Boards have handled notification or registration matters, personal information and FOI requests. We also can also assist with concerns about how accreditation organisations (such as specialist medical colleges) have handled some matters, including the accreditation of an education provider, program of study or training site or the assessment of overseas qualified practitioners.
Commissioner complaintsCommissioner complaints
The Commissioner can assist with complaints about how Ahpra, the National Boards or accreditation organisations, including specialist medical colleges, have collected, used or disclosed personal information.
FOI reviewFOI review
We can conduct a review of a 'Freedom Of Information' decision made by Ahpra.
What to expectWhat to expect
Find out what to expect when you lodge a complaint with our office.
Complaint processComplaint process
Find out more about the main steps involved in our handling of complaints made to the Ombudsman and the Commissioner.
Investigation processInvestigation process
There are three main stages involved in the investigation of complaints to the Ombudsman and to the Commissioner.