Arthur’s story

Arthur made a complaint to our office about how Ahpra was managing concerns he raised about a health practitioner. Arthur had initially raised his concerns with a health complaints entity but was informed that his matter had been referred to Ahpra. However, he received conflicting advice from Ahpra about which entity was managing his matter. Arthur sought to understand more about how his notification was currently being managed.

Arthur had not made a formal complaint to Ahpra. Our office requested his consent to transfer the complaint to Ahpra via our early resolution transfer process.

What we found

Ahpra acknowledged and apologised to Arthur for the delay in responding to his concerns about the management of his matter. Ahpra explained why there was confusion about which entity should consider his concerns. It confirmed that his concerns had now been referred to the most appropriate entity. Ahpra also apologised for the delay in determining the correct entity to assist with Arthur’s concerns.

Complaint outcome

Our office recognised that Ahpra’s complaint response appropriately acknowledged and apologised to Arthur for the identified delays and unclear communication. Ahpra also answered Arthur’s queries about which entity would now manage his concerns.

As Arthur’s concerns were now being dealt with by another entity outside our jurisdiction, we provided Arthur with information about the pathway to make a complaint about that entity if needed.