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MAKE A COMPLAINT | Health Complaints Commissioner
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announcement-style-purple block-content-annnouncement"> <div class="content container py-3 text-center"> <div class="clearfix text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><p><strong>We are experiencing high demand for our service, leading to significant delays in processing of some complaints.</strong></p><p><strong>Our team is working hard, but there may be delays in our response. Thank you for your patience. </strong></p><p> </p></div> </div> </div> </section> <div id="main"> <div> <main class="main-content" id="content" role="main"> <section id="main-content" tabindex="-1"></section> <div data-drupal-messages-fallback class="hidden"></div> <div id="block-hcc-content" class="block block-system block-system-main-block"> <div class="content"> <div class="node node--type-landing node--view-mode-full ds-1col clearfix"> <div class="field field--name-field-banner field--type-entity-reference-revisions field--label-hidden field__item"><div class="paragraph paragraph--type-banner paragraph--view-mode-default ds-1col clearfix digital-squares"> <div class="background-image-container"> <div class="image-overlay"></div> </div> <div class="content-area"> <div class="container-xl"> <div class="row"> <div class="col col-lg-6"> <div class="content-inner"> <div class="block block-system block-system-breadcrumb-block"> <div class="content"> <nav role="navigation" aria-label="breadcrumb"> <ol class="breadcrumb"> <li class="breadcrumb-item"> <a href="/">hcc</a> </li> <li class="breadcrumb-item active"> make a complaint </li> </ol> </nav> </div> </div> <h1>MAKE A COMPLAINT</h1> <div class="clearfix text-formatted field field--name-field-long-formatted-text field--type-text-long field--label-hidden field__item"><p>The Health Complaints Commissioner is here to listen to your complaint and help you to resolve it, if we can. We encourage you to make a complaint if you are not satisfied with the service you have received from your health service provider. It is okay to raise your concerns.</p> <p>In order for us to be able to assist you with your complaint however, we do ask that before you lodge your complaint with us, you speak directly with your provider, as this is often the quickest and easiest way to resolve a complaint. If this is not possible, we understand.</p></div> </div> </div> </div> </div> </div> </div> </div> <div class="field field--name-field-sections field--type-entity-reference-revisions field--label-hidden field__items"> <div class="field__item"> <div class="paragraph paragraph--type--section paragraph--view-mode--default paragraph--section-white two-columns paragraph--border-bottom" id="section70"> <div class="field field--name-field-section-content field--type-entity-reference-revisions field--label-hidden container-xl field__item"><div class="paragraph paragraph--type-two-columns paragraph--view-mode-default ds-2col clearfix"> <div class="row"> <div class="group-left col-12 col-lg-5"> <div class="field field--name-field-left-section-content field--type-entity-reference-revisions field--label-hidden field__items"> <div class="field__item"> <div class="paragraph paragraph--type-long-formatted-text paragraph--view-mode-default ds-1col clearfix"> <div class="clearfix text-formatted field field--name-field-long-formatted-text field--type-text-long field--label-hidden field__item"><h3>Before you start</h3> <p><strong>In most cases, you must first try to resolve your complaint directly with the health service provider. You can find more information about complaints on our <a href="https://hcc.vic.gov.au/public/about-complaints">About Complaints page</a>. </strong></p> <p><strong>Check this before proceeding.</strong></p> <p>If you have already tried to resolve your complaint or already have tried contacting the provider please see:</p> <ul> <li><a href="#section2417">Our checklist</a></li> <li><a href="#section2408">Preview the form</a></li> </ul></div> </div> </div> </div> </div> <div class="group-right col-12 col-lg-5 offset-lg-1"> <div class="field field--name-field-right-section-content field--type-entity-reference-revisions field--label-hidden field__items"> <div class="field__item"> <div class="paragraph paragraph--type-long-formatted-text paragraph--view-mode-default ds-1col clearfix"> <div class="clearfix text-formatted field field--name-field-long-formatted-text field--type-text-long field--label-hidden field__item"><h4>Call <a href="tel:1300582113">1300 582 113</a> to lodge your complaint.</h4> <p><strong>Our lines are open between 9.30am and 3.00pm, Monday to Friday.</strong></p> <p><strong>You are welcome to complete our complaint form if you'd prefer, however, <span><span>if your matter is urgent or time sensitive please lodge your complaint by phone.</span></span></strong></p> <h5>How long will it take?</h5> <p>This form usually takes 15–20 minutes to complete.</p> <p><strong>Please have all your information ready</strong> as this form cannot be progressively saved.</p> <p>This form will logout after 30 minutes.</p></div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div class="field__item"> <div class="paragraph paragraph--type--section paragraph--view-mode--default four-columns paragraph--border-bottom" id="section2417"> <div class="field field--name-field-section-content field--type-entity-reference-revisions field--label-hidden container-xl field__item"> <div class="row"> <div class="col"> <h3 class="color-grape"> You will need.. </h3> </div> </div> <div class="paragraph paragraph--type-four-columns paragraph--view-mode-default ds-4col clearfix row"> <div class="group-first col"> <div class="field field--name-field-first-col-content field--type-entity-reference-revisions field--label-hidden field__items"> <div class="field__item"> <div class="paragraph paragraph--type-long-formatted-text paragraph--view-mode-default ds-1col clearfix"> <div class="clearfix text-formatted field field--name-field-long-formatted-text field--type-text-long field--label-hidden field__item"><p><strong>Provider details</strong></p> <ul> <li>Provider's full name</li> <li>Provider's contact details</li> <li>Provider's ABN/ACN</li> </ul></div> </div> </div> </div> </div> <div class="group-second col-12 col-md-6 col-lg-3"> <div class="field field--name-field-second-col-content field--type-entity-reference-revisions field--label-hidden field__items"> <div class="field__item"> <div class="paragraph paragraph--type-long-formatted-text paragraph--view-mode-default ds-1col clearfix"> <div class="clearfix text-formatted field field--name-field-long-formatted-text field--type-text-long field--label-hidden field__item"><p><strong>Incident details</strong></p> <ul> <li>Date of the incident</li> <li>Have you tried to resolve the complaint yourself?</li> <li>Provider's response</li> </ul></div> </div> </div> </div> </div> <div class="group-third col-12 col-md-6 col-lg-3"> <div class="field field--name-field-third-col-content field--type-entity-reference-revisions field--label-hidden field__items"> <div class="field__item"> <div class="paragraph paragraph--type-long-formatted-text paragraph--view-mode-default ds-1col clearfix"> <div class="clearfix text-formatted field field--name-field-long-formatted-text field--type-text-long field--label-hidden field__item"><p><strong>Your information</strong></p> <ul> <li>Your contact details</li> <li>Summary of the incident</li> <li>Your desired outcome</li> </ul></div> </div> </div> </div> </div> <div class="group-fourth col-12 col-md-6 col-lg-3"> <div class="field field--name-field-fourth-col-content field--type-entity-reference-revisions field--label-hidden field__items"> <div class="field__item"> <div class="paragraph paragraph--type-long-formatted-text paragraph--view-mode-default ds-1col clearfix"> <div class="clearfix text-formatted field field--name-field-long-formatted-text field--type-text-long field--label-hidden field__item"><p><strong>Supporting documents</strong></p> <ul> <li>Original complaint letter</li> <li>Provider's response</li> <li>Referrals, photos, invoices</li> </ul></div> </div> </div> </div> </div> </div> </div> <div class="field field--name-field-section-content field--type-entity-reference-revisions field--label-hidden container-xl field__item"><div class="paragraph paragraph--type-link paragraph--view-mode-default ds-1col clearfix"> <div class="row justify-content-center"> <div class="field field--name-field-link field--type-link field--label-hidden col col-md-4 field__item"><a href="https://hcc.resolve.hosting/prd?EntityType=Case&LayoutCode=HCCComplaintWebForm&Refresh=True" class="btn btn-primary btn-arrow link-purple-button">Get started</a></div> </div> </div> </div> </div> </div> <div class="field__item"> <div class="paragraph paragraph--type--section paragraph--view-mode--default paragraph--section-white two-columns" id="section103"> <div class="field field--name-field-section-content field--type-entity-reference-revisions field--label-hidden container-xl field__item"><div class="paragraph paragraph--type-two-columns paragraph--view-mode-default ds-2col clearfix"> <div class="row"> <div class="group-left col-12 col-lg-5"> <div class="field field--name-field-left-section-content field--type-entity-reference-revisions field--label-hidden field__items"> <div class="field__item"> <div class="paragraph paragraph--type-long-formatted-text paragraph--view-mode-default ds-1col clearfix"> <div class="clearfix text-formatted field field--name-field-long-formatted-text field--type-text-long field--label-hidden field__item"><h5>Other enquiries:</h5> <p>For all other enquiries and feedback, please use the <a href="https://hcc.vic.gov.au/enquiries-and-feedback">enquiry form</a>.</p></div> </div> </div> </div> </div> <div class="group-right col-12 col-lg-5 offset-lg-1"> <div class="field field--name-field-right-section-content field--type-entity-reference-revisions field--label-hidden field__items"> <div class="field__item"> <div class="paragraph paragraph--type-long-formatted-text paragraph--view-mode-default ds-1col clearfix"> <div class="clearfix text-formatted field field--name-field-long-formatted-text field--type-text-long field--label-hidden field__item"><h5>Assistance</h5> <p><strong>Deaf, hard of hearing or speech impaired?</strong> Visit the <a href="https://www.communications.gov.au/what-we-do/phone/services-people-disability/accesshub">National Relay Service</a>.</p> <p>Need an interpreter?</p> <p><strong>Call TIS National on 131 450.</strong> For other assistance, visit our <a data-entity-substitution="canonical" data-entity-type="node" data-entity-uuid="e3275861-bb7b-481a-897c-e2ccda40bef7" href="/contact" title="CONTACT US">contact page</a>.</p></div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div class="field__item"> <div class="paragraph paragraph--type--section paragraph--view-mode--default paragraph--section-grey title" id="section2408"> <div class="field field--name-field-section-content field--type-entity-reference-revisions field--label-hidden container-xl field__item"> <div class="paragraph paragraph--type-title paragraph--view-mode-default ds-1col clearfix field_section_content row justify-content-center"> <div class="col-12 col-lg-10 col-xl-8"> <h2>Preview the form</h2> </div> </div> </div> <div class="field field--name-field-section-content field--type-entity-reference-revisions field--label-hidden container-xl field__item"> 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class="image-style-max-1300x1300" /> </div> </div> </div> <div class="field__item flickity-slide"><div> <div class="field field--name-field-media-image field--type-image field--label-hidden field__item"> <img loading="lazy" src="/sites/default/files/styles/max_1300x1300/public/2021-05/form-preview-3%402x.jpg?itok=IQ2eucs7" width="1161" height="1300" alt="form-preview-3" class="image-style-max-1300x1300" /> </div> </div> </div> <div class="field__item flickity-slide"><div> <div class="field field--name-field-media-image field--type-image field--label-hidden field__item"> <img loading="lazy" src="/sites/default/files/styles/max_1300x1300/public/2021-05/form-preview-4%402x.jpg?itok=XQ6vJ29S" width="1161" height="1300" alt="form-preview-4" class="image-style-max-1300x1300" /> </div> </div> </div> </div> <p class="flickity-slider-status"></p> </div> </div> </div> </div> </div> </div> <div class="field__item"> <div class="paragraph paragraph--type--section paragraph--view-mode--default title" id="section2410"> <div class="field field--name-field-section-content field--type-entity-reference-revisions field--label-hidden container-xl field__item"> <div class="paragraph paragraph--type-title paragraph--view-mode-default ds-1col clearfix field_section_content row justify-content-center"> <div class="col-12 col-lg-10 col-xl-8"> <h2>Resources</h2> </div> </div> </div> <div class="field field--name-field-section-content field--type-entity-reference-revisions field--label-hidden container-xl field__item"><div class="paragraph paragraph--type-link-group paragraph--view-mode-default ds-1col clearfix"> <div class="field field--name-field-link-unlimited field--type-link field--label-hidden row justify-content-center field__items"> <div class="col-xs-12 col-md-8 col-lg-6"> <div class="field__item"><a href="/resources/case-studies" class="btn btn-arrow">Case Studies</a></div> <div class="field__item"><a href="/resources/faqs" class="btn btn-arrow">FAQs</a></div> </div> </div> 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</div> <div class="row region-footer-forth"> <div class="col"> <div> <section> <div id="block-atsiacknowledgment" class="block block-fixed-block-content block-fixed-block-contentatsi-acknowledgment"> <div class="content"> <div class="clearfix text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><p>The Health Complaints Commissioner respectfully acknowledges Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the land, recognises their ongoing connection to land, waters and community and pays respect to their Elders, past, present and emerging.</p></div> </div> </div> </section> </div> </div> </div> <div class="row region-footer-bottom"> <div class="col"> <div class="footer-col bottom"> <section> <nav role="navigation" aria-labelledby="block-hcc-footer-menu" id="block-hcc-footer" class="block block-menu navigation menu--footer"> <h2 class="visually-hidden" id="block-hcc-footer-menu">Footer menu</h2> <ul 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