Lodge a complaint about a health care practitioner or service provider

Introduction

You can lodge complaints about the professional conduct, care or treatment provided by a health care practitioner or service provider with the Health Care Complaints Commission.

You can make a complaint about any health service provider in NSW, including:

• registered practitioners, such as doctors, nurses and dentists
• health practitioners, such as massage therapists, naturopaths and psychotherapists
• health service organisations, such as public and private hospitals, clinics and medical centres.

Before making a complaint, try to talk with your health service provider.  You may be able to address your concerns more easily this way.

When the Health Care Complaints Commission cannot help

The Health Care Complaints Commission cannot direct a health service provider to:

• provide a refund or alter fees
• pay damages or compensation
• provide a health care treatment
• alter medico-legal documents.

What you need

• your personal and contact details
• name, address and contact details of the service provider or practitioner
• details of your complaint, including a description of what happened, who was involved, and any dates applicable
• any supporting documents (if applicable).

How to lodge a complaint

 You can lodge a complaint online or by email or post with the Health Care Complaints Commission.

Lodge a complaint online

1. Select the 'Lodge online' button.
2. Sign in. You'll need to create a new account if this is your first time signing in.
3. Read the privacy notice and check the box to accept if you agree.
4. Follow the prompts to make your complaint.

Lodge a complaint by email or post

1. Complete the Health care complaint form – PDF
2. Send it to the contact details on the form.

What happens next

You will get a letter from the Health Care Complaints Commission. The letter will give you information on how your complaint will be assessed. It will also give you a case reference number and the name of your case officer.

You can track the progress of your complaint online. 

To speak with your case officer call 1800 043 159 and select option 2. Have your case reference number with you.

Get help with your case

Visit the Health Care Complaints Commission website for more about:

• understanding complaints
• the complaints process.

For help with writing a complaint contact the Health Care Complaints Commission on 1800 043 159.

Help in your language

If you need an interpreter

1. Call Translating and Interpreting Services on 13 14 50.
2. Ask to be connected to the Health Care Complaints Commission.