Feedback about our services

You are welcome to share feedback about how our services were delivered to help us understand what is working well and how we can improve

As an office that handles complaints, we understand the unique value of hearing concerns about how a matter was handled and responding to any suggestions for improvement.  Feedback can help us identify new ways to make our processes better for everyone in the future.

The public and health practitioners who have used our services have a right to raise any feedback about these services. Feedback may relate to:

  • a process, procedure or policy we use
  • the conduct of a staff member
  • problems with how we handled a matter (such as delay or how we communicated).

We also accept applications for a review of a decision made by our office. For more information about how to apply, and our internal review process, please visit our internal review page.

Share your feedback

You are welcome to provide feedback:

  • by phone on 1300 795 265 (a translating and interpreting service is available via 131 450). Our office hours are 9:00am to 5:00pm AEST, Monday to Friday (excluding public holidays). A voicemail service is also available
  • by email at complaints@nhpo.gov.au
  • by post to National Health Practitioner Ombudsman, GPO Box 2630, Melbourne, Victoria, 3001.

We request that the ‘feedback about our service delivery’ form is included when emailing or posting feedback to our office.

  • Find out more about how to request a review of a decision made by our office.

  • Find out more about our vision, purpose and values.

  • Learn more about the laws that govern how our office operates.

Find out how to make a complaint to the Ombudsman or Commissioner.

Find out more about how to apply for a review of an Ahpra FOI decision.

How we handle concerns

We handle all concerns in line with our service charter and organisational values. We are committed to protecting privacy and confidentiality.

We generally process concerns through three stages: assessment, investigation and resolution.

Assessment

Our first step when we receive concerns is to carefully consider the most appropriate way to assist the person to achieve what they are seeking from providing feedback.

The staff member assigned to assess the concerns raised may:

  • speak to the person who provided the feedback about alternative ways to achieve their goals, such as applying for an internal review of a decision
  • refer the person to an alternative organisation that may be better suited to addressing their feedback. For example, concerns about our office’s jurisdiction and role likely need to be directed to Health Ministers.
  • decide to investigate the feedback. An investigation is used to gain further understanding into the issues raised and to analyse and comprehensively consider the concerns raised.
  • decide not to take any further action. This may be because there is evidence that the feedback was provided with the intent to cause harm to an individual involved, or where there was no substance or information to support the claims that have been made.

Most feedback can be considered, with an appropriate resolution reached, at the assessment stage (without progressing to an investigation).

Investigation

If the staff member decides to investigate the feedback provided, they will identify issues of concern, and collect information about these issues from all available sources. This may include asking questions or requesting more information from those involved.

The staff member will then review the available information to decide whether the way our office handled a matter was:

  • fair and reasonable
  • in line with our service charter.

Feedback is generally investigated within three months. However, if complex concerns are raised, this may take longer.

Resolution

After the staff member has investigated the feedback, they will generally speak with those involved to discuss their findings, and based on this, how best to resolve the matter. This may involve our office:

  • offering an apology to the person who raised the concerns
  • better explaining to the person why a certain procedure or policy was followed
  • providing an explanation of why an error occurred, and the steps taken to prevent it happening again
  • speeding up the management of a delayed matter
  • reviewing or updating a process or policy
  • taking disciplinary action against a staff member
  • deciding that the handling of a matter was reasonable, or the services sufficiently delivered, and take no further action.

For more information about providing feedback about our service delivery, please read our policy.

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