What to expect
It is important to understand what to expect when you make a:
complaint to the Ombudsman
complaint to the Commissioner
The FOI review process is different
Complaints can make a difference
We see complaints as an opportunity not only to resolve an individual’s concerns but also to identify and address broader problems in the regulation of registered health professions. Our policy page provides more detail about how we work independently and empathetically to handle complaints.
Complaint processComplaint process
Find out more about the main steps involved in our handling of complaints made to the Ombudsman and the Commissioner.
Investigation processInvestigation process
There are three main stages involved in the investigation of complaints to the Ombudsman and to the Commissioner.
Transferring complaintsTransferring complaints
We may decide that there is potential to resolve a complaint by transferring it to Ahpra's complaints team.
Complaint outcomesComplaint outcomes
Our office provides an independent and impartial complaint handling service.
Privacy and confidentialityPrivacy and confidentiality
We collect, hold, use and disclose personal information to carry out our functions as required by law.
We strive to ensure everyone can access and use our information and services.
Feedback about our servicesFeedback about our services
We welcome feedback about our services to help us understand what we are doing right and how we can improve.
Review of our decisionsReview of our decisions
Learn more about the five-step process to review a decision made by one of our staff.