Feedback, Complaints & Compliments
We want to hear from you — whether something exceeded your expectations, fell short, or you simply have a suggestion.
HOW CAN WE HELP?
What would you like to share?
Whether you’re sharing a compliment, a concern, or a complaint, we take all feedback seriously and handle it with care.
Share a Compliment
Had a great experience? We’d love to hear about it — and pass it on to the team.
Leave Feedback
Have a suggestion or something we could do better? We value honest, constructive input.
Make a Complaint
Something didn’t go as it should? We want to know so we can make it right.
GET IN TOUCH
Send us an email
All feedback — compliments, suggestions, and complaints — can be sent directly to our dedicated feedback address. We read every email personally.
FEEDBACK & COMPLAINTS
We aim to acknowledge all emails within 2 business days.
FORMAL COMPLAINTS
How our complaints process works
We ask that all formal complaints be submitted in writing to [email protected]. Writing your complaint down gives you the space to clearly express your concerns, and ensures we have an accurate record so we can respond to you properly.
We understand that things don’t always go to plan, and we’re committed to handling every concern with care, fairness, and respect.
1
Submit your complaint by email
Write to [email protected] with as much detail as you’d like to share — your appointment date, clinic location, and a description of your concern.
2
We'll acknowledge your email within 2 business days
You’ll receive a confirmation that your complaint has been received and is being reviewed by our management team.
3
We investigate and respond within 10 business days
Our Operations Manager will review your complaint, look into what occurred, and provide you with a written response that addresses your concerns directly.
4
We let you know what we're doing about it
Where something went wrong on our end, we’ll acknowledge it clearly, express genuine regret, and explain what steps we’re taking to prevent it from happening again.
Please note: Some concerns — such as Medicare rebate eligibility or health fund coverage — are determined by government policy or your insurer, and are outside our clinic’s control. Where this is the case, we’ll explain the situation as clearly and honestly as we can.
YOUR RIGHTS
You have the right to be heard
Under the Australian Charter of Healthcare Rights, every patient has the right to provide feedback and make a complaint without it affecting the care they receive. Raising a concern with us will never disadvantage you as a patient.
Not satisfied with our response? If you feel your complaint has not been resolved to your satisfaction, you have the right to escalate your concern to an independent body. See below for your options.
External Escalation Options
These bodies are independent of our clinic and are available to all patients.
Office of the Health Ombudsman (OHO)
Handles health service complaints in Queensland — independent of the clinic
133 646
AHPRA
For concerns about the conduct or registration of a healthcare practitioner
1300 419 495
Office of the Australian Information Commissioner
For privacy-related complaints about how your personal information was handled
1300 363 992
COMMON QUESTIONS
Frequently asked
Can I make a complaint in person or over the phone?
We ask that all formal complaints be submitted in writing so we can give them the attention they deserve. If you raise a concern in person or by phone, our team will ask you to follow up with an email to [email protected] — this ensures nothing is missed and you receive a considered, written response.
Will making a complaint affect my future care?
Absolutely not. You have the right to raise a concern without it affecting the care you receive. We treat all feedback with professionalism and respect.
How long will it take to get a response?
We acknowledge all complaints within 2 business days and aim to provide a full written response within 10 business days. Complex complaints may take a little longer, and we’ll keep you informed if that’s the case.
What if my complaint is about Medicare or my health fund?
Medicare rebates and private health fund rules are set by the government and your insurer — they’re outside our control. We’ll always be upfront about this and do our best to explain the situation clearly, but we’re unable to change what your fund or Medicare will and won’t cover.
How do I share a compliment or general feedback?
Just email us at [email protected] — we genuinely love hearing when something went well, and we make sure compliments reach the team members involved.
READY TO GET IN TOUCH?
We're listening
Whatever you’d like to share, we appreciate you taking the time. Every piece of feedback — good or otherwise — helps us do better.