Our complaint process is free, impartial and voluntary.
What do you need to do first?
Have you raised your concerns with the health service provider? Where it’s appropriate to do so, you should first raise your concerns with the health service provider. It is a requirement that you make a reasonable attempt to resolve your concerns directly with the health service provider before submitting a complaint to us. However, if you are not able to raise your concerns directly with the health service provider, please contact us.
Raising your concerns directly with the health service provider is also the quickest and easiest way to resolve your complaint. This process is called direct resolution.
We suggest that you put your complaint in writing to the health service provider and give them at least 20 business days to respond. This gives the health service provider an opportunity to address your concerns and resolve them before you make a complaint to us.
If you would like some tips to help you increase your chances of having your complaint understood and acted upon, please see our page tips for making a complaint. This might help you get the result you want (although it’s not guaranteed).
See our fact sheet for help with complaining to a health service provider.
If you don’t receive a response to your complaint from the health service provider, or if you are not satisfied with their response, you can complain to us. You can also complain to us if you can’t contact the provider directly.
How to make a complaint
Complaints to us must be made in writing. The easiest way to make a complaint is by using our online form or by completing a hardcopy complaint form (you will find both forms on our make a complaint page). If you need help completing the forms, please call us on 1800 001 170. We are happy to speak with you and guide you through the process. You will find further contact details on our contact page.
Don't wait too long before contacting us. Usually, the Health Complaints Commissioner will not accept a complaint if you became aware of the issue more than two years ago.
Explain your concerns simply and clearly. Tell us what you hope to achieve by making the complaint. Please include as many relevant details as you can. For example, tell us the dates when things happened and the names of people you've contacted. Include copies of letters, documents and photos. You will also need to give us the health service provider's contact details.
Make a complaint
See our make a complaint page.
What happens next?
If we accept your complaint, we will manage it in line with our assessment process and the Health Complaints Act 1995 (Tas).
Our first step is to make sure that the issues you raise in your complaint are within our areas of responsibility. We also check to make sure you have first tried to raise your concerns directly with the health service provider.
We accept complaints about Tasmanian health service providers from the person who received the service. We can also accept complaints from people representing someone who received a service if the representative has written authority from the person who received the service.
If we can't handle your complaint, we will usually refer you to someone who can.