The review process
Talk with the staff member who managed the complaint
If a person is not happy with a decision we have made or with the way our services were delivered, we recommend raising these concerns directly with the staff member who managed the complaint.
We welcome hearing from complainants and we like being provided with an opportunity to address any concerns or provide a better explanation of our decision or actions.
Applications for an internal review of a decision must be made within three months of your case being closed.
We will only consider granting an extension of time to make an application for an internal review in exceptional circumstances.
Apply for a review
If the staff member is not able to resolve a complainant’s concerns, we inform the complainant that they can apply for a review of their matter by a staff member who was not involved in handling their complaint. We call this an ‘internal review’.
The best way to ensure we can quickly process an internal review request is for complainants to complete our review form.
Requests for internal review must explain why a complainant is dissatisfied with how we handled their complaint or the decision made.
Assessment of an internal review application
All internal review applications are carefully assessed by a staff member who has not been involved in the handling of the complaint to decide if there is sufficient reason for a review.
The assessment will consider whether the information provided by the complainant raises:
- new information about the complaint or the processing of the complaint
- concerns about how the complaint was handled by our office.
The staff member who assesses the application will let the complainant know the result of their assessment in writing with a detailed explanation of why this decision was made.
Internal review considerations
If an application is successful, the staff member will begin the internal review. This review will consider if:
- the complaint was handled fairly
- all the issues raised in the complaint were appropriately addressed
- the decision reached was reasonable based on the available evidence
- the decision reached was adequately explained to the complainant.
Outcome of an internal review
The potential outcomes of an internal review include:
- the original decision being upheld
- the original decision being changed
- the complaint being referred to the staff member who originally had responsibility for the complaint to make further inquiries.
Please note that our office will only review a matter once.
Once a matter has been reviewed, there is no further avenue for appeal or review of the decision.
How we can helpHow we can help
Our office has three main roles. We accept: complaints to the Ombudsman, complaints to the Commissioner and applications for an FOI review.
Complaints we assist withComplaints we assist with
Our office assists with complaints about how Ahpra and the National Boards regulate Australia’s registered health professions.
Commissioner complaintsCommissioner complaints
The Commissioner can assist with complaints about how Ahpra and the National Boards have collected, used or disclosed personal information.
Ombudsman complaintsOmbudsman complaints
The Ombudsman can assist with complaints about how Ahpra and the National Boards have handled notification or registration matters, personal information and FOI requests.
Other health complaintsOther health complaints
Sometimes it can be difficult to know where to make a health-related complaint. Find out more about how to make sure you're in the right place.