The Health Complaints Commissioner (HCC) resolves complaints about healthcare and the handling of health information in Victoria. It can also investigate providers who pose a serious danger to the public.

It's best to discuss any issues with your provider first before lodging a complaint. If you cannot do this or have tried and are still not satisfied, contact the HCC. The office acts independently and impartially and provides its service free of charge. 

Anyone can lodge a complaint with the HCC, including health service consumers and their friends and family members, health service staff and volunteers, concerned community members and professional organisations.

Complaints may be about:

  • access to services
  • quality and safety
  • care and attention
  • respect, dignity and consideration
  • communication about treatment, options and costs
  • the level of involvement in healthcare decisions
  • access, privacy and confidentiality of personal health information
  • complaint handling by the health service provider.

You can make a complaint about any health service provider in Victoria. This includes public or private hospitals, community health services, registered providers like doctors and dentists or non-registered providers such as counsellors and alternative therapists. You can also make a complaint about anyone who holds your health information, including non-health service providers such as schools and insurers, about how they handle that information.  

The HCC is independent and does not take sides. They will work with you and the provider to resolve complaints quickly, fairly and effectively. Depending on the details of your complaint, you may be able to obtain:

  • an explanation about what happened, and why it happened
  • an apology
  • access to treatment
  • access or amendment to health records
  • a refund or compensation
  • a change in policy or practice to prevent future problems.

 

Services provided

The Health Complaints Commissioner (HCC) resolves complaints about healthcare and the handling of health information in Victoria. It can also investigate providers who pose a serious danger to the public.

Eligibility

Available to everyone in Victoria

How to access

Contact:

For more information or to fill out an online complaint form.
Call 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.
Visit or write to the HCC at Level 26, 570 Bourke Street, Melbourne Victoria 3000

Hours

Monday to Friday, 9 am – 5 pm

Costs

The Health Complaints Commissioner provides a free service.
Calls are charged at the cost of a local call.
Calls from mobile phones may be charged at a higher rate.