What types of complaints can you make?
The NHPO looks at how AHPRA and the National Boards handled matters, not at whether a decision was right or wrong. You can complain about:
- Delays or poor communication after making a complaint
- How a complaint about a practitioner was handled
- Delays or mistakes in registration or renewal
- Unfair registration standards
- Endorsement or practice area applications
- Incorrect use or disclosure of personal information
- Poor handling of Freedom of Information (FOI) requests
- Accreditation of education providers or programs
- Unclear or inconsistent policies
- Systemic or widespread issues
- Unfair assessment of overseas qualifications
Jurisdiction:
NHPO hears complaints about AHPRA, 15 National Boards, accreditation authorities, and specialist medical colleges across Australia.
Time Limits:
- General and privacy complaints: Within 12 months of the issue.
- FOI reviews:
- 30 days if it relates to granting another person access to your information.
- 60 days if it relates to refusal of access or correction of documents.
NHPO will not deal with complaints about:
- Individual doctors, nurses, hospitals, or clinics (these go to your state health complaints body).
- The outcome of AHPRA or Board decisions (NHPO can only look at process fairness).
- Complaints not first raised with AHPRA.
- Matters you can appeal through a tribunal or court.
- Complaints about NSW or Queensland regulators (they have separate systems).
Who can you make a complaint against?
You can make a complaint against:
- AHPRA: including handling of complaints, registration, FOI, or privacy.
- National Boards: for standards and decisions on registration/endorsement.
- Accreditation authorities: for training program approval or overseas qualification assessment.
- Specialist medical colleges: for training programs or assessments.
Are you eligible to make a complaint?
Who can make a complaint?
- Anyone can make a complain.
- Complaints can be made anonymously.
Before you lodge a complaint:
Before reaching out to NHPO, try raising the issue with AHPRA. If the issue is still not resolved, you can make a complaint to NHPO.
Can you report an issue on behalf of someone?
Yes, friends, advocates, or support workers can complain on someone’s behalf with their permission.
Additional Information:
- NHPO complaints process is free.
- Lawyers are not required, but you can seek advice.
- Anonymous complaints are allowed, but it may be harder to investigate.
What can this body do to help?
The NHPO may:
- Make inquiries or investigate complaints.
- Speed up delayed processes.
- Recommend apologies, policy changes, or clearer explanations.
- Review FOI decisions and recommend disclosure.
- Conciliate privacy complaints.
- Identify systemic issues and recommend improvements.
How to prepare your complaint:
Personal Details:
Provide your name, phone number and email, unless you want to stay anonymous.
Respondent’s Details:
Provide details about who you are complaining about (AHPRA, Board, authority, or college).
Relevant Facts:
- Provide details about dates and what happened after raising it with AHPRA.
- What outcome you want and any supporting documents.
Lodging your complaint and next steps:
General/privacy complaints:
- Phone: 1300 795 265
- Email: complaints@nhpo.gov.au
- Post: GPO Box 2630, Melbourne VIC 3001
- Online: Complete form via NHPO website HERE.
FOI reviews:
- Must be in writing
- Email: foi@nhpo.gov.au
- Post: same GPO Box address
Receipt and Acknowledgement:
Provided within 3 working days.
More information:
Refer to the factsheet provided below for more information.
What types of complaints can you make?
The NSW Ombudsman can act on complaints about the conduct of NSW public authorities and community service providers, including conduct that occurs in other states.
Some common complaints include:
- A Public Authority hasn’t been fair and reasonable with you
- You haven't been provided with sufficient information to understand a decision
- A public authority hasn't replied to you without a good reason
- The policies and procedures of a public authority were not fair and reasonable, or they weren't followed without a good reason
- A public authority hasn't performed their work promptly and without unnecessary delay
- Your complaint wasn't handled according to the authority’s complaint handling policies and procedures
The NSW Ombudsman cannot investigate complaints about:
- the conduct of NSW government ministers, courts, police, the Law Enforcement Conduct Commission, ICAC, or the Office of the Legal Services Commissioner;
- local councils if there's a right of appeal or review;
- the Judicial Commission;
- decisions on accessing government information.
If the NSW Ombudsman does not have the jurisdiction to, or decides not to investigate your complaint, you will be told the reasons for that decision.
Example
Joan was issued with a speeding fine. The speed camera showed a car with Victorian license plates but Joan’s car is registered in NSW. She explained this when she applied for a, internal review of the fine but was told it didn’t matter, she still had to pay.
Who can you make a complaint against?
Before you contact the Ombudsman, try to resolve your complaint directly with the authority or service provider. If you haven't done this, the Ombudsman might not take action. However, if your complaint is urgent or involves safety or well-being risks, you can go directly to the Ombudsman.
You can make a complaint for someone else, but without their consent, the Ombudsman may not give you detailed information due to privacy laws. The Ombudsman's services are free, and you don't need a lawyer, but you can get legal advice at any time.
You can also lodge complaints anonymously, but this may limit the Ombudsman’s ability to respond or investigate.
Are you eligible to make a complaint?
Before you contact the Ombudsman, try to resolve your complaint directly with the authority or service provider. If you haven't done this, the Ombudsman might not take action. However, if your complaint is urgent or involves safety or well-being risks, you can go directly to the Ombudsman.
You can make a complaint for someone else, but without their consent, the Ombudsman may not give you detailed information due to privacy laws. The Ombudsman's services are free, and you don't need a lawyer, but you can get legal advice at any time.
You can also lodge complaints anonymously, but this may limit the Ombudsman’s ability to respond or investigate.
What outcomes are available?
- Warm/Direct Referral: The Ombudsman can guide you to the right place if they cannot help directly.
- Resolution: They can work with you and the other party to resolve the issue
- Comments: The Ombudsman can provide feedback and suggestions to improve services.
- Mediation or conciliation: They can facilitate a discussion between both sides to help reach a mutual agreement.
- Investigation, Reports, and Recommendations: The Ombudsman can investigate your complaint, write a report on their findings, and recommend actions to fix the problem.
What should your complaint include?
You can make a complaint to the NSW Ombudsman either in writing or verbally.
Free interpreter or translator services are available.
If you provide personal information, include:
- First and last name
- Age
- Contact number
- Email and postal address
When describing your complaint, include:
- The name of the public authority or community service provider.
- Details about what the complaint is about, including what happened and when.
- The outcome after you complained to the authority or provider.
- What resolution you seek.
Provide as much detail and supporting documents as possible. Do not make false or misleading statements, as this may be an offence.
Lodging your complaint and next steps
You can lodge a complaint with the NSW Ombudsman:
- Online via the form: Make a complaint online - NSW Ombudsman
- Email: info@ombo.nsw.gov.au
- Post: Level 24/580 George Street, Sydney 2000
- Telephone: 1800 451 524, Monday to Friday, 9am - 4pm
- In person: Level 24/580 George Street, Sydney 2000, Monday to Friday between 9am-12pm or 1pm-4pm.
What to Expect After Lodging Your Complaint:
- Written Complaints: You will receive an acknowledgment with a case reference number within 10 working days.
- Phone or In-Person Complaints: You will receive immediate acknowledgment.
Possible Outcomes:
- If no action is needed, you will be informed with the reasons.
- If action is taken, the Ombudsman officer will contact the relevant authority and keep you informed of the outcome.
Most complaints are resolved within 30 days, but complex cases may take longer.
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