Jan's story

Jan made a complaint to our office about the registration renewal fee he had been charged.

Jan explained that he had been living in one state of Australia but had moved to live and work in another state. When he had sought to renew his registration, he was charged a fee for renewal in the state where he had previously lived. This fee was higher than the fee charged in relation to the state he now resided.

Ahpra told Jan that for a new address to be used for the purposes of deciding the appropriate renewal fee, the practitioner must change it before Ahpra sends its ‘reminder to renew’ email. Jan said that this means Ahpra could charge fees irrespective of where the practitioner actually lives and works.

Jan provided consent for our office to transfer the complaint to Ahpra as per our early resolution transfer process.

Ahpra’s complaint response advised that Jan would be refunded the difference between the fee he was charged and the correct fee based on his current address. Jan was satisfied with this approach, and our office agreed that this was a fair and reasonable response.