Karina's story

Karina contacted our office to complain about Ahpra’s handling of her concerns regarding a practitioner. Karina was concerned that the practitioner had provided falsified documents to Ahpra when obtaining their registration and was unqualified to practice. 

Karina raised these concerns with both Ahpra and a health complaints entity. She complained to our office that neither Ahpra nor the health complaints entity were taking responsibility for her matter, as each organisation believed the other was responsible. Karina complained that her concerns had not been investigated by either organisation and the practitioner was continuing to practise while unqualified.

What we found

We initially made preliminary inquiries with Ahpra to determine whether an investigation was warranted. After receiving Ahpra’s response, we decided to investigate Karina’s complaint.

Our office found that it was appropriate for Ahpra to refer Karina’s matter to the health complaints entity and such a referral was in line with the National Law.

However, we concluded that Ahpra could have communicated better with Karina about how it managed her concerns. For example, Ahpra did not promptly acknowledge her concerns or explain that it had decided to refer the matter to the health complaints entity.

Shortly after Karina complained to our office, there were changes to the National Law that allowed Ahpra to withdraw a practitioner’s registration for providing false or misleading information. In response to our investigation, Ahpra assessed Karina’s concerns about the practitioner under this new power. Ahpra determined that no action was required regarding the practitioner because the documents Karina alleged were falsified were not relevant to the decision to register the practitioner. Our office found Ahpra had adequately considered Karina’s concerns.

Complaint outcome

During the investigation, Ahpra apologised to Karina for not clearly communicating with her about how it managed her concerns and its decision to refer her matter to the health complaints entity.

We also acknowledged Karina’s complaint related to the health complaint entity’s handling of her concerns and explained how to make a complaint about that body if needed.