• Key Features of the HCSCC
• The HCSCC and Australian Health Practitioner Regulation Agency (AHPRA)
• Complaints direct to the provider
• What happens when a complaint is made to the HCSCC?
• Involvement of the Professional Registration Boards
• Helpful hints for handling complaints

The HCSCC and Australian Health Practitioner Regulation Agency (AHPRA)

Health Practitioner Regulation National Law Requirements

Where a complaint is made about a Registered Provider, the National Law requires the HCSCC to work with the National Boards and AHPRA to determine which organisation is best placed to handle the complaint.

The HCSCC focuses on complaint resolution, rights and service improvement; while the focus of the National Boards is on public safety.

When the HCSCC receives a complaint that involves a Registered Provider we will do the following:

• Inform the Provider that we have received a complaint and provide details of that complaint and in most cases seek a response to that complaint.
• Inform AHPRA that we have received a complaint and provide details of the complaint (AHPRA do not take action on the complaint at that point)
• Assess the complaint and make a preliminary determination about what action, if any action should be taken in relation to it.
• Inform the relevant Board of the intended action and seek their views. The options available are: No futher action; HCSCC investigation; conciliation or referral to the Board for investigation.
• The Board will then consider the Commissioner’s preliminary determination and agree of disagree with the proposal.
• If the Board agrees, the Provider will be informed of the outcome and next steps; if the Board does not agree, the HCSCC and Board will discuss the matter until agreement is reached. If no agreement is reached, the most serious view will prevail.

Where the Board receives a notification that could also be the subject of a complaint to the HCSCC, the same principles of consultation and agreement apply.

Registered Providers are those working in:

Aboriginal and Torres Strait Islander health practice Chinese medicine Chiropractic Dental Medical Medical radiation practice Nursing and Midwifery

Occupational therapy Optometry Osteopathy Pharmacy Physiotherapy Podiatry Psychology

If you are unsure which organisation you should complain to, you can consider what you want from your complaint (resolution and improvement (HCSCC) or disciplinary consideration (AHPRA)) and make your decision on that basis.  Alternatively you can simply contact us as, working with the Boards, we will decide which organisation is best placed to handle your complaint.  

For further information about the work of the Boards and AHPRA, go to www.ahpra.gov.au