Know your options
Resources
Take a moment
Speaking up early can help concerns from getting worse. Take a moment to think about what happened and how it made you feel. You may want to write this down.
It’s Okay to Ask
“It’s OK to Ask” is a Tasmanian campaign that helps people feel more confident asking questions when they’re using health and community services. It recognises that this can be hard, especially when someone is feeling unwell, stressed or vulnerable. The campaign encourages people to speak up so they can get the information and support they need, and reminds services to be welcoming, patient, and open to questions.
This is a brochure you can print or look at to give you some ideas of questions to ask when you go to an appointment to get the most out of it.
Check Back
Check‑back is a simple communication tool for patients, families, and carers to use during healthcare appointments. It helps you make sure you understand what a doctor or health worker has told you before you leave. Follow the link below to learn about how to use the Check Back method and access downloadable resources.
Health Care Rights
The Australian Commission for Safety and Quality in Healthcare helps make sure people are treated safely and fairly in healthcare. They provide resources about healthcare rights and more.
Resources
Raise it, if it’s safe
Usually, before taking it further you have to give the service or practitioner a chance to listen to your concern and fix the problem.
Tips for making a complaint
Visit the link below, which explains how to make a complaint about a health service, including tips like speaking to the provider first, clearly describing what happened, and stating what outcome you want.
Tips for making a complaint yourself | Health Complaints Commissioner Tasmania
More tips
Resources
Take it further
Sometimes you may want to take a concern or a complaint further. This might be if serious harm occurred, talking to the practitioner or service was not possible, or safe, or the practitioner or service did not help or fix the problem.
Australian Health Practitioner Regulation Agency (Ahpra)
Ahpra looks at complaints about individual health workers (like doctors, nurses or psychologists). They’re there to keep the public safe by making sure health professionals meet the right standards. In the link below they explain the steps you have to take to raise a concern and some tips for along the way.
Australian Health Practitioner Regulation Agency – Tips for making a complaint
Health Complaints Commissioner
The Office of the Health Complaints Commissioner (OHCC) in Tasmania helps people who have concerns about their healthcare. They receive and look into complaints about health services, and work to resolve issues between patients and providers. They also use what they learn from complaints to suggest improvements to the system and strengthen people’s healthcare rights.
Health Complaints Commissioner Complaints Easy Read Accessible Download
Useful resources
Quick links to complaint tips, sample letters and organisation-specific information.
Contact options
Open each card to see when it might be right for you, what to prepare and what to expect.
More information
When this might be right for you
- You want an explanation
- You want the service to improve
- You prefer to resolve the issue informally
- The issue relates to service delivery or administration
What to prepare
- What happened
- Dates and locations
- Names if known
- What outcome you are hoping for
What to expect: The service should let you know they have received you concern/complaint within a few days. The service should then tell you how long they expect to take to respond. A full response should usually be given within about a month, if possible. If it’s going to take longer, the service should tell the person why and give an updated timeline.
Useful links
More information
When this might be right for you
- You want an explanation or apology
- You want the service to improve
- You feel you were not treated respectfully
- You raised it with the service and are not satisfied
What to prepare
- What happened
- Dates and locations
- Names if known
- What outcome you are hoping for
- Any correspondence with the service
What to expect: The circumstances that you are complaining about need to be within the last 2 years. Your complaint is assessed within 45 days of being received.
More information
When this might be right for you
- You are concerned about practitioner safety or competence
- Serious harm occurred
- You want accountability or investigation
- You want to help protect others
What to prepare
- Practitioner’s name
- Where they practise
- What happened
- Dates and times
- Any supporting documents
What to expect: Ahpra will contact the notifier to make sure they have all the relevant concerns. Usually, the practitioner is contacted and asked to provide information. Ahpra try to finish the assessment process within 60 days. Most notifications are closed within 90 days.
Useful links
More information
When this might be right for you
- The issue happened in aged care
- You want the service to address quality or safety concerns
What to prepare
- Service name
- What happened
- Dates
- Any evidence or correspondence
What to expect: Acknowledgement within 3 business days. An explanation of what will happen next. Risks to safety to be taken seriously and acted on quickly. A fair, respectful process focused on resolving the issue. Updates and involvement if you want it.
Useful links
More information
When this might be right for you
- The issue relates to an NDIS provider or worker
- You want to raise quality or safety concerns
What to prepare
- Provider or worker name if known
- What happened
- Dates
- Any evidence or correspondence
What to expect: Fast acknowledgement (usually next business day). Contact within about 2 business days. Urgent action if there is risk of harm. A structured process aimed at resolution. An aim to resolve complaints within 21 business days. Communication and involvement if you want it.
Useful links
More information
When this might be right for you
- You believe discrimination may be involved
- You want information about rights and options
What to prepare
- What happened
- Dates
- Any evidence or correspondence
What to expect: An initial legal assessment of whether the complaint can be dealt with as discrimination. Most matters to first go to conciliation (a facilitated meeting to resolve the issue). Investigations (if needed) should be completed within 6 months, unless extended. Clear written communication and rights to review decisions.
Useful links
More information
When this might be right for you
- You feel someone is at risk
- You believe a crime may have occurred
What to prepare
- What happened
- When and where
- Any evidence or witnesses
What to expect: Your report will be recorded and assessed to see if it involves a possible criminal offence or immediate safety risk. Urgent or high‑risk matters are prioritised, and police may begin an investigation if needed. Investigations can involve taking statements, gathering evidence, or referring the matter to specialist units. There are no fixed timeframes. The timing depends on how serious and complex the incident is. If you provide contact details, police aim to keep you informed and explain outcomes where possible. Anonymous reports are accepted, but you won’t receive updates about what happens next.
Useful links
More information
When this might be right for you
- The issue relates to a medicine or device
- You want to report a safety concern
What to prepare
- Product name
- Batch or lot if known
- What happened
- Dates
What to expect: Acknowledge complaints within 5 working days. Respond in a timely, relevant and easy-to-understand way. Communicate any decision that affects you and the reasons for the decision.
Useful links
More information
When this might be right for you
- A patient is currently in hospital
- You are worried their condition is getting worse
What to prepare
- Patient details
- Ward details
- What changes you have noticed
What to expect: Someone should listen to your concerns and act with an appropriate response for the safety of the patient.