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

Read more about the FOI review process

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 Service Charter page provides more detail about how we work independently and empathetically to handle complaints.

Learn more about us

More information

  • Complaint process

    Complaint process

    Find out more about the main steps involved in our handling of complaints made to the Ombudsman and the Commissioner.

  • Investigation process

    Investigation process

    There are three main stages involved in the investigation of complaints to the Ombudsman and to the Commissioner.

  • Transferring complaints

    Transferring complaints

    We may decide that there is potential to resolve a complaint by transferring it to Ahpra's complaints team.

  • Complaint outcomes

    Complaint outcomes

    Our office provides an independent and impartial complaint handling service.

  • Privacy and confidentiality

    Privacy and confidentiality

    We collect, hold, use and disclose personal information to carry out our functions as required by law.

  • Accessibility

    Accessibility

    We strive to ensure everyone can access and use our information and services.

  • Feedback about our services

    Feedback about our services

    You are welcome to share feedback about how our services were delivered to help us understand what is working well and how we can improve.

  • Review of our decisions

    Review of our decisions

    We accept applications for review of a decision made by the office (such as a decision not to further investigate a complaint).

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