Visitors are permitted at Austin Health sites with some restrictions. Find out more about our visitor restrictions.
When we receive your complaint, the Patient Experience Team will:
Note: If we need to contact you, it will be from a private number. For privacy reasons, we cannot leave a message, unless your voicemail clearly identifies who you are.
We reassure you, if you lodge a complaint at Austin Health, it will not negatively impact the care and services you and your family receive from us.
Any information collected by the Patient Experience Team during our review of your complaint will remain confidential and is stored in a separate feedback management system, not in the medical record. This means when you (or the person you are complaining on behalf of) come to Austin Health, the staff will not be able to see that you have made a complaint about our service, in the medical record.
Anyone can provide feedback.
We are mindful of the importance of maintaining patient privacy and confidentiality. If you are complaining on behalf of a patient, you should ask for their permission prior to complaining. The Patient Experience Team may need to request the patient’s consent for you to act on their behalf and to receive information relating to the complaint. The Patient Experience Team will contact you to request consent, when required.
Yes, we welcome anonymous feedback. You can provide feedback anonymously, however this means we will not be able to get in touch with you for more details or to let you know the outcome of your feedback. The Patient Experience Team enter anonymous feedback into our feedback system and forward it to the most appropriate staff member to review.
The Patient Experience Team will provide a formal response to your complaint when requested. If you feel that your feedback has not been dealt with to your satisfaction, you may find it helpful to contact the Health Complaints Commissioner (HCC).
The HCC is:
The HCC can be contacted on 1300 582 113 or you can lodge a complaint with the HCC online.
For more information about the HCC, please visit the HCC website.
If you would like to provide feedback for our Mental Health Service, there are two different ways to do so.
The MHCC can be contacted by calling 1800 246 054 or by emailing email@example.com.
For more information, please visit the MHCC website.