What happens when the Commission receives a complaint?

When a complaint is received, a preliminary assessment is undertaken to make sure that it can be accepted. The Commissioner considers a number of factors, including the period of time since the incident complained about occurred; whether the complaint is about a health, disability or aged care service; and whether the person making the complaint is able to do so under the Commission’s legislation. If the provider is an individual registered with a National Board, the Commission will consult with Ahpra regarding whether the complaint is best managed by the Commission or Ahpra.

The complainant will be asked whether they have tried to resolve their complaint directly with the provider before taking it to the Commission. If they have not done so, the complaint is usually referred back to the provider for resolution. When complaints are resolved directly between the service user and the service provider, there is no need for any further intervention by the Commission.

If a complaint is received about you or your organisation, our staff will contact you by phone or email to advise that the complaint has been received and explain our complaints process. You will receive a copy of the complaint material and have the opportunity to respond to all the issues raised in the complaint.