Complaints we assist with

We accept two types of complaints:

  • complaints to the Ombudsman

  • privacy complaints to the Commissioner

 

Find out more about FOI review

Ombudsman complaints

We accept complaints about how the Australian Health Practitioner Regulation Agency (Ahpra) and the National Boards have handled matters including:

  • notifications about registered health practitioners
  • registration matters
  • personal information
  • Freedom of Information (FOI) requests.

Find out more about complaints to the Ombudsman

Most people who contact us want to make a complaint to the Ombudsman. These complaints are usually about the notifications and registration processes for the 16 registered health professions in Australia.

Complainants commonly raise concerns about how Ahpra and the National Boards communicated with them, delayed the processing of a matter or applied a policy or procedure.

Communication problems, delays in progressing matters, unfair policies and procedures, not considering all relevant information, inadequate reasons for decisions and failing to respond to complaints

Complaints about the handling of registration matters generally relate to three key areas:

  • delays in the processing and assessment of applications for registration and renewals of registration
  • unfair processes or policies related to assessing applications for registration
  • registration fees.

We generally receive fewer complaints to the Ombudsman about privacy or FOI-related matters.

Find out more about complaints to the Ombudsman

Complaints we cannot consider

We cannot consider complaints about whether Ahpra or a National Board made the right or wrong decision about a regulatory matter. For example, we cannot assess whether a National Board’s decision to take action against a health practitioner was correct. Instead, we look at whether the way the matter was handled was fair and reasonable.

Our office may suggest alternative ways for complainants to raise their concerns about issues our office cannot consider. Find out more about making other health complaints.

The following stories demonstrate how our office may approach a complaint made to our office that involves issues we can and cannot consider.

Please note that these stories are illustrative only and do not reflect a specific individual’s experience with our office.

Find out more

Can’t find what you’re looking for? Give us a call on 1300 795 265