COVID-19 response

How we can help

We continue to assist with complaints about the regulation of Australia’s 16 registered health professions by the Australian Health Practitioner Regulation Agency (Ahpra) and the National Boards.

We welcome calls to our complaint line on 1300 795 265 or emails to complaints@nhpo.gov.au.

Common complaints

We have received numerous complaints about the position statements that have been issued by Ahpra, including the:

Therapeutic Goods Administration’s (TGA) joint position statement regarding the COVID-19 vaccinations dated 9 March 2021
Therapeutic Goods Administration’s (TGA) joint position statement regarding the promotion of COVID-19 vaccinations dated 17 June 2021
National Boards, the Health Care Complaints Commission (HCCC), the Office of the Health Ombudsman (OHO) and the Therapeutic Goods Administration’s (TGA) joint statement on receiving COVID-19 vaccination advice dated 30 August 2021.

Our assessment of complaints related to these statements so far has been that these statements are consistent with the Boards’ role in determining what is expected of registered health practitioners, as set out in the relevant profession’s codes of conduct.

Our office acknowledges that the statements clearly outline that:

vaccination is a crucial part of the public health response to the COVID-19 pandemic
any promotion of anti-vaccination statements or health advice which contradicts the best available scientific evidence or seeks to actively undermine the national immunisation campaign is not supported by the Boards
health practitioners have a professional obligation to only share information that is evidence-based and is consistent with the best available health advice.

Concerns we cannot assist with

Our office can only assist with complaints that relate to entities that we oversee in the National Registration and Accreditation Scheme (the National Scheme). This means that we cannot assist with concerns about:

public health orders, including those related to the COVID-19 immunisation campaign
mandatory vaccinations, including mandatory vaccination requirements in the health sector
exemptions from COVID rules.

Information about COVID-19

For the most up-to-date information about COVID-19, visit the Department of Health’s website.

For more information about Ahpra and the Board’s response to COVID-19 visit: https://www.ahpra.gov.au/News/COVID-19.aspx

Support services

For more information about mental health and COVID-19 visit Head to Health.

Call Lifeline on 13 11 14

Call Beyond blue on 1300 22 4636

Finding the best organisation to address your concerns

Please feel free to contact us so that we can help assist you to find the best organisation to contact regarding your concerns.

COVID-19 vaccination roll-out

The Commonwealth, state and territory governments are responsible for the COVID-19 vaccination roll-out. You may wish to contact the National Coronavirus Hotline on 1800 020 080, make an enquiry online or email covidvaccineenquiries@health.gov.au.

More information about the vaccination roll-out is available on the COVID-19 vaccines website. Alternatively, you may wish to contact your state or territory’s department of health for further advice.

Workplace rights and obligations

The Fair Work Ombudsman can assist with concerns and questions related to COVID-19 vaccinations and the workplace. Please visit their website for further information about workplace rights and obligations and resolving workplace issues related to COVID-19 vaccinations.

Privacy rights

The Office of the Australian Information Commissioner provides information regarding COVID-19 vaccinations and privacy rights for employees and employers. Please visit their website for further information about privacy and COVID-19.

Responding to COVID-19

We will share updates about our response to COVID–19 on this page as we continue to prioritise the safety and wellbeing of our staff and community.

We would also like to acknowledge that the pandemic is likely causing significant stress for many in our community. The Department of Health’s website provides information about support that is available during this difficult time.

For more information about COVID-19, please also visit the Department of Health’s website: https://www.health.gov.au/.

Frequently asked questions

Our office has been receiving enquiries about a broad range of issues related to COVID-19.

We are not best placed to answer questions that relate directly to health advice about COVID-19 and public health orders that are currently in place.

We have instead provided recommendations below for alternative organisations to contact about frequently asked questions.

COVID-19

What are the symptoms?
How does it spread?
How does testing work?
How do I seek medical attention?
How to protect myself and others?

We recommend visiting the Department of Health’s website for all information about COVID-19: https://www.health.gov.au/news/health-alerts/novel-coronavirus-2019-ncov-health-alert.

The Department of Health also has a dedicated 24-hour hotline to ask any questions you may have about COVID-19. The hotline is monitored by registered nurses.

Call 1800 020 080

What are the current social distancing requirements?
What are ‘essential services’?
What do I do if an employee is affected by COVID-19?

We recommend visiting the Department of Health website in your state or territory for information about the COVID-19 response.

Click on your state and territory to access the relevant Department of Health’s COVID-19 specific webpage.

Australian Capital Territory New South Wales Northern Territory Victoria

Queensland Western Australia South Australia Tasmania

Health practitioners who would like to assist with the COVID-19 response

I’m a registered health practitioner, how can I get employed to help with the COVID-19 response?
I’m a registered health practitioner and I want to help. Can I volunteer?

We recommend visiting the website of the Health Department in your state or territory to find information about available opportunities to assist or to register interest in providing support.

Click on your state and territory to access the relevant Department of Health COVID-19 pages related to opportunities to assist:

Australian Capital Territory New South Wales Northern Territory Victoria

Queensland Western Australia South Australia Tasmania

Refusal of services

A health practitioner or service refused to see me and I think it was unfair. What can I do?
I want to make a complaint about how I was treated by a health practitioner or health service. How do I do that?

If you are not happy with the conduct of a health practitioner, or the standard of care you or someone else received, we recommend first speaking directly with the health practitioner or the health service provider about your concerns.

If this is not possible, or if you think that the response was not appropriate, we recommend contacting the health service complaints body where you live.

Visit our 'other health complaints' page

Information related to health practitioner registration and accreditation

Ahpra has provided information about the FAQs it has received related to health practitioner registration during COVID-19 on its website: https://www.ahpra.gov.au/News/COVID-19/COVID-19-queries.aspx.

We encourage health practitioners and community members who have a query or concern to first contact Ahpra directly. Concerns can be raised with Ahpra via email at AHPRAfeedback@ahpra.gov.au or via phone on 1300 419 495.

We are here to help if there is an ongoing problem that has not been resolved, if you are not satisfied with Ahpra’s response, or do not receive a response in a reasonable time. Visit our make a complaint page or contact us page to share your queries or concerns.

Pandemic sub-register

Why was the pandemic sub-register created?
When does the sub-register start?
How does the sub-register work?
Who is on the sub-register?
How do I get on the sub-register?
Do I have to work if I’m on the sub-register?
What do I need to do before I start work if I’m on the sub-register?
How do employers know if a practitioner is on the sub-register?
What do employers need to do before employing a practitioner on the sub-register?
What are the obligations of employers when employing a practitioner on the sub-register?

Ahpra and the National Boards created a pandemic sub-register to help fast-track the return of experienced and qualified health practitioners to the workforce in response to COVID-19.

Ahpra has published answers to FAQs from health practitioners and employers on its website: information for practitioners and information for employers.

Further feedback, queries and concerns

We encourage health practitioners to first contact Ahpra about concerns related to the sub-register. Concerns can be raised with Ahpra via email at AHPRAfeedback@ahpra.gov.au or via phone on 1300 419 495.

Health practitioners who are not happy with Ahpra’s response, or have not received a response within a reasonable time, are welcome to contact our office. Visit our contact us page or make a complaint page to find out more.

Registration

English Language Requirements

My English language test has been disrupted; how can I show proficiency to meet the English language standards to apply for registration?
I want to help with the COVID-19 response, but I am not registered because I do not meet the English language standards. Can these standards be waived?

Ahpra and the Boards are aware that people are being affected by changes to the availability of English language courses and tests.

The ‘Registration’ section of Ahpra’s COVID-19 FAQ webpage provides guidance about concerns regarding English language requirements: https://www.ahpra.gov.au/News/COVID-19/COVID-19-queries.aspx.

FURTHER QUERIES OR CONCERNS

We encourage health practitioners who have a query or concern related to English Language Requirements to first contact Ahpra directly. Concerns can be raised with Ahpra via email at AHPRAfeedback@ahpra.gov.au or via phone on 1300 419 495.

Health practitioners who are not happy with Ahpra’s response, or have not received a response within a reasonable time, are welcome to contact our office. Visit our contact us page or make a complaint page to find out more.

Compliance with conditions

Do I still need to comply with conditions or undertakings on my registration during the COVID-19 pandemic?

We understand that practitioners are still required to comply with all aspects of registration restrictions. If your personal circumstances mean that you are unable to do so, please contact your Ahpra case officer directly.

The ‘Compliance with conditions and undertakings’ section of Ahpra’s COVID-19 FAQ webpage provides guidance about complying with conditions or undertakings: https://www.ahpra.gov.au/News/COVID-19/COVID-19-queries.aspx.

Further queries and concerns

We encourage health practitioners who have a query or concern related to complying with conditions on their registration to first contact Ahpra directly. Concerns can be raised with Ahpra via email at AHPRAfeedback@ahpra.gov.au or via phone on 1300 419 495.

Health practitioners who are not happy with Ahpra’s response or have not received a response within a reasonable time, are welcome to contact our office. Visit our contact us page or make a complaint page to find out more.