Feedback and complaints

Your feedback matters

We want to know what we do well and what we could do better. Compliments, suggestions and complaints all help us improve. Raising a concern will never affect your care. You will be treated with the same respect, and we will keep caring for you in the same way.

How to tell us

Choose whichever way suits you:

• In person. Speak with us at reception, or raise it with your doctor during your visit.
• By phone. Call the practice and tell us you would like to give feedback or make a complaint. Our details are on the contact page.
• In writing. Write to us at 398 Wollombi Road, Farley NSW 2320, or use the contact details on the contact page. Please do not include health details in electronic messages — see our communication and test results policy.

If you need an interpreter, TIS National offers a free service on 131 450. You can also raise a concern on behalf of someone you care for, such as a child or an older family member.

What we do with a complaint

When you make a complaint, we will:

• Acknowledge it, so you know we have received it.
• Look into what happened fairly, and talk with the people involved.
• Respond to you, explain what we found, and tell you what we will do about it.

We aim to do this promptly. If a concern is complex and takes longer, we will keep you informed along the way.

Taking a complaint further

You do not have to raise a concern with us first, and you can escalate at any time:

• The NSW Health Care Complaints Commission handles complaints about health services in NSW. Visit hccc.nsw.gov.au for how to lodge a complaint.
• Ahpra handles concerns about registered health practitioners. Visit ahpra.gov.au.

Privacy complaints

If your concern is about how we have handled your personal information, please tell us first so we can put it right. You can read how we protect your information in our privacy policy. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.

Our commitment to you

However you raise a concern, and whoever you raise it with, your care will not change. If anything here is unclear, ask at reception and we will help.