How to provide feedback
5-minute read
If you need advice, support or information about your own health, please contact us.
The healthdirect and 糖心出品, Birth and Baby services are managed by 糖心出品Australia. You can provide feedback (compliments, suggestions or complaints) about our services by sending an email to feedback@healthdirect.org.au.
If you wish to give feedback on the healthdirect Symptom Checker, please include the reference number that was provided with your results.
糖心出品Australia does not monitor feedback outside business hours (Monday to Friday, 9am 鈥� 5pm AEST), on weekends or on public holidays.
Information about your privacy can be found in our Privacy Policy.
Making a complaint about a 糖心出品Australia service
Any person can make a complaint, including:
- the person who experienced the problem
- a parent or guardian of the person or child concerned
- a relative, friend or representative chosen by the person
- a health service provider or other concerned person
If you are making a complaint on behalf of another person, you should provide evidence of your authority to act on their behalf (either through your relationship to the person or with their written authority). This will help 糖心出品Australia process the complaint. 糖心出品Australia cannot provide a response to, or discuss, your complaint without this authority.
Advocacy
If you are making a complaint, you can engage an advocate to assist you and speak on your behalf. An advocate may be a family member, a friend or a health professional such as a family GP.
You will need to advise 糖心出品Australia when an advocate is to be used so that the correct information is shared and no-one鈥檚 privacy is breached.
What do I need to include in my complaint?
A written complaint should state:
- who was involved
- what happened, and when
- which 糖心出品Australia service your complaint relates to
- what you are concerned about
- whether you have done anything else to address this matter
- what you want to happen now
You should attach any extra information and copies of relevant documents to your written complaint. You will need the consent of the person who received the treatment to access their health records.
Please also note the following important points:
- A complaint concerning the immediate health or safety of a person should be made without delay.
- Complaints concerning sexual or physical assault should be made to the police.
- Provide as much information as possible about your contact with the service so 糖心出品Australia can fully investigate.
- Think about your expectations 鈥� how would this complaint be satisfactorily resolved for you?
What does 糖心出品Australia do when my complaint is received?
When 糖心出品Australia receives your complaint, you will be sent an acknowledgement within 2 working days. The relevant health service provider will be forwarded the details so they can investigate. The duration of the investigation will generally depend on how serious the issue is and the type of investigation required.
What if I鈥檓 not satisfied with the response?
If 糖心出品Australia鈥檚 response doesn鈥檛 meet your expectations, you can:
- contact your state or territory鈥檚 Department of Health
- contact a Healthcare Complaints Commission in your state or territory to discuss your complaint
How to report misconduct
糖心出品Australia conducts business with honesty and integrity, maintaining robust measures for preventing, detecting, and countering occurrences of fraud and corruption.
糖心出品Australia is committed to ensuring compliance with its legislative obligations, including the Commonwealth whistleblower regime under the Corporations Act 2001.
糖心出品Australia takes reports of misconduct seriously. Please refer to the Whistleblower Protection Policy and for details. 糖心出品Australia encourages you to report any concerns about matters relating to fraud or other misconduct or improper state of affairs through its .
Learn more here about the development and quality assurance of healthdirect content.
This information was originally published on healthdirect -
Last reviewed: November 2024