Service Charter

Anyone can contact us and our services are free.

We will thoroughly consider all the information provided to us without taking sides.

We will record and analyse information gathered through our services to achieve our purpose.

We will publicly share information about our work and be accountable for our performance.

We cannot provide legal advice or act as an advocate.

When we receive a complaint to the Ombudsman, we cannot:

• force Ahpra, a National Board or an accreditation organisation to change its decision
• order that compensation be paid.

We will use our investigative powers and take appropriate action when necessary.

We will make suggestions or recommendations for improvement to address identified systemic issues.

We will conduct own motion investigations to identify areas for improvement in the National Scheme.

We will not compromise our independence or impartiality.

We will not let challenging subject matter prevent us from listening to and considering all perspectives.

We will clearly communicate how we can assist and what the next steps for each matter are.

We will share the contact details of the staff member who will provide regular updates about a complaint or application.

We will answer questions and queries to the best of our abilities.

We will make referrals wherever possible to the most appropriate body to ensure each person’s matter is suitably addressed.

We will not restrict access to our services in response to unreasonable complainant conduct more than is necessary to effectively manage risks and the equitable use of resources.

We will not consider matters outside our jurisdiction. We cannot accept complaints about the Health Care Complaints Commissioner or the Health Professionals Council Authority in New South Wales, or the Office of the Health Ombudsman in Queensland.

We will treat everyone with courtesy and respect.

We will carefully consider concerns and clarify whether we have understood the issues raised.

We will use our training to provide professional, empathetic customer service and respond to unreasonable complainant conduct reasonably and proportionately.

We will not tolerate any harm, abuse or threats directed towards our staff.

We will not leave complainants without any means of contacting us unless there is a very significant risk posed to the health or safety of a staff member or another individual.

We will not share confidential or personal information for a reason other than the purpose it was collected for, or unless consent is given.

We will make it easy to access our services and to understand our processes.

We will explain which issues raised with us will be investigated or reviewed and which issues are out of scope.

We will provide clear reasons for our decisions at every stage of the complaint or FOI review process.

We will not make an unfavourable comment or decision without first informing those involved in the matter and providing them with an opportunity to respond.