Complaints & Feedback
If something isn’t right, please say so
Feedback is welcome, including when it is critical. You can ask a question, raise a concern or make a complaint directly with Heartland Health. Raising a concern will not affect your right to be treated respectfully or fairly, and you do not have to complain to Heartland Health before contacting an appropriate external body.
The process
How complaints are handled
1. Tell us
Email admin@heartlandhealth.com.au or call +61 2 7267 6787 with a brief description of your concern and how you would prefer to be contacted. You do not need to write a formal complaint or use legal language.
2. Review
Your concern will be acknowledged and considered. Relevant information will be reviewed and further information may be requested where needed.
3. Response
Heartland Health will provide a response explaining the outcome and any action taken where appropriate. Concerns will be handled respectfully and as promptly as reasonably practicable.
Contact
Raise a concern directly
Contact the practice
Please include your name, contact details, and a short description of your concern.
Raising a complaint does not affect the care you receive. Calls, email and website enquiries are not monitored continuously and should not be used for urgent matters.
External bodies
- AHPRA — concerns about the professional conduct of a registered health practitioner (opens in a new tab)
- Health Care Complaints Commission (NSW) — health services and practitioners in NSW (opens in a new tab)
- NDIS Quality and Safeguards Commission — NDIS-funded supports or services (1800 035 544) (opens in a new tab)
- Office of the Australian Information Commissioner — privacy under federal privacy law (opens in a new tab)
Privacy concerns
Concerns about your information
If your concern is about how your personal or health information has been handled, the process is set out in the Privacy Policy.
If you need immediate support
Heartland Health is not an emergency or crisis service. If you need urgent support, call 000 or contact Lifeline on 13 11 14.
There are services available around the clock, right across Australia — including Lifeline, Beyond Blue, Kids Helpline, 13YARN, QLife and state mental-health lines.