We may decide that there is potential to resolve a complaint by transferring it to Ahpra’s complaints team
The transfer process
There are four main steps in the transfer process.
We contact the complainant to explain why we believe the best way to address their concerns quickly and effectively is to transfer the complaint to Ahpra’s complaints team. We will then request their consent (either written or over the phone) to transfer the complaint.
If the complainant consents to the transfer, we will contact Ahpra’s complaints team to transfer the complaint. The complaint remains open with our office while Ahpra responds to it. Ahpra has two business days after the date it receives the complaint from our office to acknowledge receipt. Ahpra is required to respond in full to the complaint within 20 business days.
Once the complainant receives a response from Ahpra, we will assess the response to ensure it is fair and reasonable. After this assessment, we may decide to:
- make further enquiries to Ahpra
- investigate the complaint, or
- take no further action and finalise the complaint.
We will share our assessment of Ahpra’s response with the complainant and discuss the best way to finalise the complaint.