Complaints about health care

You may want to make a complaint if you are unhappy with the medical care and treatment you, or someone you care for, have received. Complaints about health care may be about things like the quality or type of care, negligence issues, or concerns about how your personal and medical information has been used, shared, or disclosed.

It is usually best to try to resolve the problem directly with the doctor, clinic, hospital, or health provider. The Health Consumers' Council may be able to assist you with making your complaint to your health service provider. You can call the Council on (08) 9221 3422 or 1800 620 780 (country callers only).

There are other organisations which may be able to help if you cannot resolve the issue.

This page has information on where you can take your complaint about your health treatment or disclosure of your personal medical information if it can’t be resolved directly with the health service provider. It also explains what you can do if you have a complaint about Medicare or a private health insurer.

How do I make a complaint about my health treatment?

You should first try to resolve the issue directly with the health service provider (for example, your doctor or hospital). You can do this in writing or in person. Keep a record of any discussions, letters or emails relating to your complaint.

If the complaint cannot be resolved at that level, you may be able to complain to the:

Health and Disability Services Complaints Office (HaDSCO)
HaDSCO is a free service for complaints relating to health, disability and mental health services provided in WA or the Indian Ocean Territories. Complaints must normally be made within 2 years after the treatment was provided (unless there is good reason for the delay). Complaints can be submitted online, by completing a paper form, or by calling (08) 6551 7600 or 1800 813 583 (free from landlines);

Australian Health Practitioner Regulation Agency (AHPRA)
APHRA oversees a wide range of registered health practitioners including: chiropractors, dentists, doctors, nurses, midwives, optometrists, paramedics, osteopaths, pharmacists, physiotherapists, podiatrists, psychologists, occupational therapists, Chinese medicine practitioners, medical radiation practitioners and Aboriginal and Torres Strait Health practitioners. If your complaint is about a different type of healthcare worker, you may be able to raise it with HaDSCO.

If a complaint about a registered health practitioner is made to HaDSCO, it is required to consult with the AHPRA to determine which agency is the most appropriate to deal with the complaint.

AHPRA manages concerns raised about unsafe care, unprofessional behaviour, and health of registered health practitioners (that is, not health services or organisations), in partnership with national registration boards. It can also deal with concerns about students. If your concern is a crime such as sexual assault, it should also be reported to the police. AHPRA does not deal with other complaints about registered practitioners such as about fees and charges and health record access or correction. For more information on complaints that AHPRA can deal with, visit the AHPRA website.

You can report concerns to AHPRA about a registered health professional or student online, or by calling 1300 419 495 Mon – Fri 9am-5pm local time.

What if my complaint is about negligence by a health service or health practitioner?

If you think you have not received proper treatment or care, you should get legal advice about whether or not you could make a claim relating to professional negligence.

What if I want to complain about how my personal health information has been used or disclosed?

Generally, you should first make a complaint directly to the hospital or health service. Keep a record of any discussions, letters or emails relating to your complaint.

If the complaint cannot be resolved at that level, you can complain to the:

The OAIC's role includes investigating complaints about the mishandling of health information in an individual’s eHealth record.

What if I have a complaint about Medicare?

You should firstly discuss it directly with Medicare staff. If you are not happy with their response, you can ask to speak to their manager. Complaints about Medicare can also be made to Services Australia in writing, online, or by calling 1800 132 468.

If you are unable to resolve your complaint with Services Australia, you can lodge a complaint with the Commonwealth Ombudsman.

What if I have a complaint about my private health insurer?

You should firstly discuss the issue directly with your health insurer or provider. If you are unhappy with a decision made by the insurer, you may also have the right to have the decision reviewed internally by the insurer.

If you are unable to resolve your complaint, you can make a complaint to the Commonwealth Ombudsman in writing, online, or by calling 1300 362 072.

More information

The Equal Opportunity Commission WA - call (08) 9216 3900 (metro) or 1800 198 149
For complaints about health care that are related to discrimination.
Commonwealth Ombudsman - brochures and fact sheets
This website has information on many topics, including the role of the Ombudsman and their services, information on what to do before making a private health insurance complaint , what complaints can and can’t be dealt with, and FAQs.
The Office of the Australian Information Commissioner (OAIC) website has tips on how to protect your My Health Record.

Reviewed: 22 April 2024

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