Process of complaints

Question 1

What is the process of complaining to the HCC?

Answer 1

Complaint lodged (online or call)

Complaint assessed (See if the complaint is viable or not) > Referred or declined (If more suitable for a different agency or the complaint has already been done)

Question 2

What happens during early resolution?

Answer 2

HCC identifies the problem and finds a solution through a phone call, this can result in an apology, refund, access to service, etc.

Question 3

What happens during a formal resolution?

Answer 3

HCC holds a confidential meeting with records of the event, results in change of policy, apology, refund, access to service, etc.

Question 4

What happens during investigation?

Answer 4

Participants are obliged to participate in investigation, acts much like a court case, and results in prohibition order to stop services or public warning.

Question 5

Who can make a complaint?

Answer 5

Parents, patients, friends, guardians or others

Question 6

Who can you make complaints about?

Answer 6

Registered health practitioners
(Doctors, surgeons, midwives psychologists, etc.)

Non-registered health practitioners
(Audiologists, naturopaths, paramedics, etc.)