Our complaint process
Every day, health professionals care for thousands of Queenslanders. Unfortunately, sometime things go wrong. Complaints provide an opportunity to improve services. When complaints come to us, we work with the healthcare provider and consumer to manage the issues as quickly as possible.
We are independent and impartial, and our aim is to improve the safety and quality of healthcare in Queensland.
Complaints can be about any aspect of healthcare that a consumer believes to be unreasonable, such as:
- the way a health service is provided
- a breach of confidentiality
- fees and billing
- unprofessional conduct
- the quality of a health service.
Healthcare workers can also make complaints.
If we do receive a complaint, we may ask you for a response. It is important to respond as comprehensively as you can in the time requested, and include any supporting information or documents. This will help us make an informed decision.
Our complaint process includes:
- early resolution
- assessment
- referral
- conciliation
- investigation
Depending on the nature of the complaint, it may be appropriate to seek advice from your lawyer and/or professional indemnity organisation.