Ombudsman complaints

Our office provides a free and independent complaint handling service for the public and health practitioners

Make a complaint now

How we can help

Our office provides a free and independent complaint handling service for the public and health practitioners.

Complaints to the Ombudsman

Our office accepts complaints to the Ombudsman about how the Australian Health Practitioner Regulation Agency (Ahpra) and the National Boards handle:

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

Make a complaint to the Ombudsman

Do you want to complain about an individual health practitioner, health service or organisation? Find out more about making other health complaints.

Some of the common concerns we hear about Ahpra and the National Boards are: communication problems, delays in progressing matters, inadequate reasons for decisions, unfair policies or procedures, not considering all relevant information and failing to respond to complaints.

Infographic of the types of complaints our office receives

Investigations and complaint outcomes

When one of our staff investigates a complaint to the Ombudsman, the staff member will review the available evidence to determine whether Ahpra or the National Board’s handing of the matter was fair and reasonable.

After completing an investigation, we may:

  • provide (or suggest that Ahpra or a National Board provides) a better explanation of the decision or action to the person who made the complaint
  • speed up the processing of a delayed matter
  • suggest that an apology be offered to the person who made the complaint
  • suggest that a process or policy be reviewed or changed by Ahpra or a National Board
  • suggest that a decision be reconsidered by Ahpra or a National Board
  • decide that the handling of the matter was reasonable and take no further action.

We aim to provide investigation updates every six weeks and finalise complaints within three months. For more complex investigations we aim to finalise complaints within nine months.

Find out more about our investigation process

 

Find out more

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