Victorian Health Complaints Commissioner (‘HCC’) manages complaints about healthcare and the handling of health information in Victoria. It covers public and private hospitals, community health services, registered practitioners (like doctors, nurses, dentists), and non-registered providers (like counsellors or alternative therapists). Its aim is to protect health, safety, and rights.
What types of complaints can you make?
You can make a complaint to HCC about:
- Unsafe or unethical health services: Care that is unsafe, unprofessional, or outside a provider’s skills.
- Treatment without consent: Services given without your clear agreement or understanding of risks.
- Not enough information: Not being told what you need to make an informed choice.
- Failure to act on problems: Ignoring harm, not reporting unsafe conduct, or failing to respond when something goes wrong.
- Poor infection control: Unsafe hygiene or working while infectious.
- False or misleading claims: Lying about qualifications or claiming to cure serious illness.
- Misconduct or unfit practice: Working while drunk, drug-affected, unwell, or engaging in sexual misconduct.
- Unfair charges or exploitation: Charging unfair fees or not explaining costs properly.
- Privacy breaches and poor records: Mishandling your personal information or keeping inadequate records.
- Insurance and consumer rights: Practising without proper insurance or failing to tell you about your rights to complain.
- Discrimination and disrespect: Culturally unsafe or discriminatory treatment.
- Ignoring patient choices: Not respecting Advance Care Directives, refusal of treatment, or gender identity and pronouns.
- Carers’ rights: Carers excluded or treated unfairly, even with the patient’s consent.
- Registered practitioners: Unprofessional or negligent care, poor communication, privacy breaches, or mishandling records by doctors, nurses, or other registered professionals.
Jurisdiction:
The HCC can hear complaints about health services provided in Victoria.
Time limits:
Complaints must usually be made within 12 months of the event, but extensions may be granted for serious matters.
HCC will not deal with complaints about:
- Services provided outside Victoria.
- Serious misconduct of registered practitioners.
- Requests for financial compensation or damages.
- Employment disputes between staff.
- Criminal offences.
- Matters already decided by a court or tribunal.
- Private health insurance disputes.
- Medicare or Centrelink complaints.
- Public hospital funding or government policy decisions.
- Conduct of lawyers, accountants, or other non-health professionals.
Who can you make a complaint against?
You can make a complaint against:
- Registered health practitioners (doctors, nurses, pharmacists, etc.).
- Unregistered health practitioners (counsellors, naturopaths, massage therapists, etc.).
- Public or private hospitals, clinics, and medical centres.
- Aged care services (when delivering health services).
- Mental health and disability service providers (if delivering health services).
- Community health services and telehealth providers.
- Allied health providers not registered with AHPRA (e.g. dietitians).
- Schools or organisations when delivering health services (e.g. a school nurse).
Are you eligible to make a complaint?
Who can make a complaint?
Anyone can complain, including the patient, a parent/guardian, a family member, a friend, or an advocate. The HCC itself can also start a complaint if there’s a risk to public health.
Before you lodge a complaint
Before you reach out to HCC, try to resolve the issue directly with the provider first, unless it is unsafe to do so.
Can you complain on behalf of someone else?
Yes, you can complain on behalf of someone else, but you may need their consent.
Note that HCC cannot take a complaint if:
- The complaint is anonymous with not enough detail.
- You don’t have authority or consent to complain on someone’s behalf.
- The complaint is vexatious, false, or already decided.
- It is outside the 12-month limit without a valid reason.
What can this body do to help?
The HCC can:
- Issue public warnings.
- Place interim or permanent bans on unsafe providers.
- Refer matters to other bodies (like AHPRA or the Disability Services Commissioner).
- Arrange conciliation or complaint resolution.
- Recommend service improvements, apologies, or compensation (not enforceable).
- Conduct investigations and make public reports.
The HCC cannot force an apology, enforce compensation, fine providers, or override court decisions.
How to prepare your complaint:
Personal details:
Provide your name, DOB, address and contact details.
Respondent’s details:
Provide details about the practitioner or organisation.
Relevant facts:
Provide details about what happened, when, who was involved, witnesses, with supporting documents.
Lodging your complaint and next steps:
Where to lodge:
- Online: You can lodge your complaint through the HCC online form HERE.
- Email: hcc@hcc.vic.gov.au
- Phone: 1300 582 113
Receipt and Acknowledgement:
A case number will be provided once your complaint is received and given to an assessment officer.
More information:
Refer to the factsheet provided below for more information.
