The Office operates in a spirit of cooperation with both consumers and providers of health or disability services.

In the first instance, we encourage complainants to make a direct approach to the service provider.

Where this is not appropriate, or is unsuccessful, a complaint may then be lodged in writing to the Office.

How Can We Assist You

Our staff can assist consumers to submit a complaint, or with other queries or information about options for resolving their concerns. Although we are unable to provide an advocacy service this site does have useful advocacy services that are available. In order to be effective we must remain independent and impartial on how we deal with complaints. Most complaints we receive are resolved through the conciliation process. We do have formal investigation powers where a matter is not suitable for conciliation, which include the power to gather information; the power to require attendance to answer questions; and the power to report to parliament. In practice very few matters proceed to formal investigation.

The Office also assists service providers to develop and improve their complaint procedures and looks to identify the causes of complaints and take steps to reduce these causes.

Source: Office of Health Review