It’s ok to make a complaint or express your concerns
If you are not satisfied with our service please let us know so that we can improve. If you have a concern that we have not been able to resolve and you would like to make a complaint you can do so through our internal dispute resolution process which is designed to deal with complaints genuinely, efficiently and effectively.
We take your concerns seriously
Our team is here to listen. Every complaint or concern is discussed, addressed and seen as a positive to improve our services.
Assistance will not be a compromise
Providing the best possible solution to every client is important to us. Please be assured that providing feedback will not affect your application in any way.
Share a positive experience with us
Please let us know when a staff member does a great job, or when your overall hospital experience has been positive. We are always keen to hear about and recognise excellent work from our team.
You can lodge a complaint by contacting the Complaints Officer by:
Phone: 02 89586754
PO Box TBA
The Complaints Officer has the necessary experience and authority to handle your complaint.
Please explain the details of your complaint as clearly as you can. If you need assistance explaining your complaint, please let the Complaints Officer know, so they can make the necessary arrangements.
When we receive a complaint, we will do our best to resolve it promptly.
To help us do this, we ask that you provide:
We ask that you provide any information that we request within a reasonable time frame.
If you are not satisfied with our response to your complaint or we do not reach an agreement within the prescribed timeframe, which is 45 days for most complaints and 21 days for complaints involving hardship, postponement of enforcement proceedings and default notices, you may refer the complaint to our external dispute resolution provider, the Australian Financial Complaints Authority (AFCA).
AFCA can be contacted by:
Phone: 1800 931 678
This is a free service that provides you with an independent mechanism to resolve certain complaints.