Need to talk? Call 1800 882 436.
It's a free call with a maternal child health nurse. *call charges may apply from your mobile

Is it an emergency? Dial 000
If you need urgent medical help, call triple zero immediately.

beginning of content

Making a healthcare complaint

6-minute read

Key facts

  • A healthcare complaint is a complaint you make after having a bad experience or outcome in the health system.
  • There are many reasons why you might make a complaint — this can include complaints about care you got during pregnancy and childbirth.
  • Before making a complaint, you should start by talking with your health service provider.
  • If you’re not happy with the response, you might decide to complain to the healthcare service.
  • If you need to take your complaint further, there are other organisations you can contact, depending on where you live.

What is a healthcare complaint?

A healthcare complaint is a complaint you make when you have a bad experience or outcome in the health system. This could be during your pregnancy or birth.

You have the right to complain about any aspect of your healthcare.

You can make a complaint about any health service or provider. This includes:

Your complaint may relate to:

  • unsatisfactory treatment
  • negligent or unprofessional behaviour
  • how your health information is handled
  • poor communication
  • admission or referral problems
  • lack of respect or privacy
  • culturally unsafe practices

Complaints about unprofessional behaviour can cover:

  • having a sexual relationship with a healthcare provider
  • being inappropriately examined
  • racism
  • sexist behaviour
  • fraud or dishonesty
  • acts of violence, sexual assault or indecency

Learn more about obstetric violence here.

Why would I make a healthcare complaint?

There are many reasons why you might make a healthcare complaint.

It may be to:

  • make sure that your health service provider is aware of your concerns
  • get answers about your treatment or experience
  • get an apology from the health service provider

You may want action taken to stop similar issues happening to other people. However, your complaint may not be able to be resolved in the way you would like.

You might be considering a complaint if you:

Who can I talk to if I'm not happy with my healthcare?

Before making a formal healthcare complaint, you should start by talking with your health service provider.

Most problems can be successfully dealt with at this stage.

It’s best to start by speaking with the healthcare workers where you got care. Sometimes, talking to the healthcare workers involved can help you understand what happened. This can help to resolve your concerns.

It’s ok to ask questions and get explanations about your healthcare. You can do this while you are getting care, or afterwards.

How do I start the conversation?

It’s important to be as specific as possible. Before the meeting, it may help you to write down:

  • what happened
  • when it happened — the date and time of the incident
  • where it happened
  • who was involved — the patient and healthcare practitioner
  • the outcome you want — how you’d like to resolve the problem

Set a positive tone for the conversation by being as calm and clear as possible.

At the end of the meeting, ask for a date when you can expect a response.

Make sure the healthcare team has your current contact details — your phone number, email address or mailing address.

Possible outcomes

Some possible outcomes from a conversation or meeting with your healthcare team may include:

  • an explanation of what happened and why
  • an apology
  • a change to policy or practice
  • having your out-of-pocket costs refunded
  • regulatory action against the health service provider

How do I start making a healthcare complaint?

Sometimes, you might not be happy with the response from the healthcare team. In such cases, you might complain to the healthcare service.

Ask for the complaints manager or consumer adviser.

Again, it’s helpful if you have all your information on hand before calling your health service.

It’s important to keep notes of any discussions you have about your complaint. Write down:

  • the date
  • who you spoke with
  • what you talked about

It’s useful to keep copies of any documents relating to your complaint. These might be:

  • letters
  • emails
  • receipts

If you are unsatisfied with their response, there are other organisations that you can contact, depending on where you live and what your complaint is about.

What are my rights when making a healthcare complaint?

The Australian Charter of Healthcare Rights describes rights that you can expect when receiving healthcare. It explains your rights to:

  • see information about your healthcare
  • provide feedback or make a complaint without it affecting the way that you are treated
  • have your concerns dealt with in a clear and timely way
  • share your experience and help to improve the quality of care and health services

Resources and support

If you are concerned about unsafe care or behaviour by an individual healthcare worker, you can contact the Australian Health Practitioner Regulation Agency (AHPRA) or call 1300 419 495.

Listed below are the health complaints organisations for each state and territory in Australia.

Resources and support for birth-related trauma

The following organisations provide support for birth-related trauma:

Speak to a maternal child health nurse

Call Pregnancy, Birth and Baby to speak to a maternal child health nurse on 1800 882 436 or video call. Available 7am to midnight (AET), 7 days a week.

Learn more here about the development and quality assurance of healthdirect content.

Last reviewed: July 2024


Back To Top

Need more information?

What is shared decision making?

Shared decision making in healthcare is where a patient and healthcare professional make important decisions together. Read on to learn more.

Read more on Pregnancy, Birth & Baby website

Support for International Students | 1800 My Options

Access sexual and reproductive health resources tailored for international students in Victoria. Learn about your rights, available services, and how to navigate the healthcare system as a student.

Read more on 1800 My Options website

Understanding informed consent and your rights when having a baby

Informed consent is needed for all treatment or procedures, unless it is an emergency. Read on to learn more about informed consent in Australia.

Read more on Pregnancy, Birth & Baby website

Advocating for your child | Limbs 4 Kids

Advocating for your child As a parent or carer of a child with a limb difference you will find yourself being their advocate as you talk with healthcare providers, teachers, community organisations, sporting and community groups, funders and government agencies

Read more on Limbs 4 Kids website

Brochures – Carers SA

Child and Young Person Safety Policy – Easy Read Tailored Support Packages Peer Groups Emergency Respite Coaching Counselling Supporting Decision Making – A Guide for People Living with Dementia, Family Members and Carers Census Carer Information Carers SA Child Safety Young Carer Brochure First Nations Carers A Guide to Writing your Carer Statement for the NDIS Carers SA Brochure Introducing Carers SA LGBTQIA+ Are You A Grandparent Are You A Young Carer Carers SA – Compliments Complaints & Comments Policy (Easy Read) Carers SA Code of Conduct – Easy Read

Read more on Carers SA website

Obstetric violence

Obstetric violence includes any act that causes harm in the context of pregnancy care. Learn more about obstetric violence here.

Read more on Pregnancy, Birth & Baby website

5 tips for promoting independence in kids living with disability | Novita

Helpful Information Helpful Information, Resources | 5 tips for promoting independence in kids living with disability access_time5min read Kids love to be independent – it increases their confidence, provides them with a sense of accomplishment and will support them to engage in life to their fullest potential

Read more on Novita Services website

ACD A-Z of Skin - Papular dermatoses of pregnancy

A-Z OF SKIN Papular dermatoses of pregnancy BACK TO A-Z SEARCH Papular dermatoses of pregnancy is also known as atopic eruption of pregnancy

Read more on Australasian College of Dermatologists website

Seeing a dermatologist: for parents & kids | Raising Children Network

Your child might see a dermatologist if they have a skin condition like eczema, psoriasis or acne. Read how a dermatologist can help your child.

Read more on raisingchildren.net.au website

Seeing a dietitian in Australia | Dietitians Australia

Dietitians treat a range of health conditions. They understand how nutrition affects the body and will give you expert nutrition and dietary advice.

Read more on Dietitians Australia website

Call us and speak to a Maternal Child Health Nurse for personal advice and guidance.

Need further advice or guidance from our maternal child health nurses?

Healthdirect Australia acknowledges the Traditional Owners of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to the Traditional Owners and to Elders both past and present.

This information is for your general information and use only and is not intended to be used as medical advice and should not be used to diagnose, treat, cure or prevent any medical condition, nor should it be used for therapeutic purposes.

The information is not a substitute for independent professional advice and should not be used as an alternative to professional health care. If you have a particular medical problem, please consult a healthcare professional.

Except as permitted under the Copyright Act 1968, this publication or any part of it may not be reproduced, altered, adapted, stored and/or distributed in any form or by any means without the prior written permission of Healthdirect Australia.