Recent news

18 May 2020
Following an investigation by the Health Complaints Commissioner, a cosmetic service provider who treated clients in a ‘salon’ at the back of a Springvale Shopping Centre jewellery store, has been issued with a prohibition order permanently banning her from providing any general health services involving cosmetic procedures, including Botox and dermal fillers. Health Complaints Commissioner Karen Cusack said Lee Kim Tan, trading as Sonoun Kimlee Salon in Springvale, is permanently banned from providing general health services, including offering any cosmetic or surgical procedure that...
16 Apr 2020
In response to the Coronavirus (COVID-19) pandemic, the Victorian government has implemented a range of measures to safeguard the health and wellbeing of the Victorian public. Included among the measures are various restricted activities which prohibit the operation of certain retail facilities, including beauty and personal care services. Health Complaints Commissioner Karen Cusack reminded all affected general health service providers to do the right thing by observing current restrictions that the Victorian government has in place for two reasons. Non-compliance with the Government’s...
09 Apr 2020
The Office of the Victorian Information Commissioner (OVIC) and the Office of the Health Complaints Commissioner (HCC) acknowledge the unprecedented challenges that organisations are facing due to the novel coronavirus (COVID-19). There is a clear and urgent need to collect, use, and share information to manage the spread of COVID-19. As organisations are likely adapting the way they handle information to deal with the current situation, it is crucial for organisations to understand their privacy obligations. It is important to note that Victoria’s privacy legislation does not prevent...
20 Mar 2020
Due to Coronavirus (COVID-19), I want to share with you the adjustments we have made to the operation of our office. There is significant uncertainty at this time, and the health, safety and welfare of our staff and members of the public who use our services are our primary concern. As a result, and in order to manage any risks, we are adapting our services to the changing needs. From 18 March 2020, our office at 570 Bourke Street Melbourne will be closed to the public. But we are still working and will continue to assist people who are currently accessing our services, and who wish to lodge...
20 Feb 2020
"Karen Cusack, the Victorian Health Complaints Commissioner supports the Australian Health Practitioner Regulation Agency’s (AHPRA) ‘be safe first’ campaign in relation to the risks associated with cosmetic procedures. Cosmetic treatment is a very real concern for the Health Complaints Commissioner, with complaints about unregistered cosmetic treatment providers making up a large number of complaints to the office of the Health Complaints Commissioner. Any campaign that helps consumers to make informed decisions before treatment is a great initiative. The Health Complaints Commissioner...
19 Dec 2019
The Health Complaints Commissioner Karen Cusack has issued Interim Prohibition Orders against Denise Abadee and Craig McDonald of Elsternwick and ‘The Wellbeing Planet’, 7-12 Horne Street Elsternwick while the Commissioner investigates the provision of alcohol and other drug rehabilitation and counselling services at ‘The Wellbeing Planet’. Denise Abadee, Craig McDonald and ‘The Wellbeing Planet’ have been temporarily banned from advertising, offering or providing any general health services, including, but not limited to, the treatment of addiction to alcohol and other drugs, while the...
18 Dec 2019
Melbourne dental clinic No Brace Centre closed on Friday 30 August 2019 without prior notice. Clients of the clinic have been unable to directly resolve enquiries or complaints about outstanding treatment, prepaid fees or access to their health records. The office of the Health Complaints Commissioner (HCC) is an independent and impartial statutory body that resolves complaints about the provision of health services and the handling of health information in Victoria. The HCC has received over 200 enquiries and complaints from clients of the No Brace Centre following its closure. On 4...
Health Complaints Commissioner Annual report 2018-19
31 Oct 2019
The Health Complaints Commissioner (HCC) has released its Annual Report detailing our performance over the 2018-2019 financial year against our vision and values. This year has seen our ongoing commitment to supporting the provision of safe and ethical healthcare through the work we do. In 2018-2019 we had a direct impact on the lives of thousands of people through our core business of complaints resolution. We finalised over 6,477 complaints , commenced 38 investigations and issued 47 interim and prohibition orders. We are proud of our collaborative approach to educating and working with...
26 Sep 2019
A cosmetic service provider who allegedly treated clients in an unregistered ‘salon’ at the back of a jewellery store has been issued with a second interim prohibition order, extending her temporary ban from providing any general health services involving cosmetic procedures, including Botox and dermal fillers.
HCC Inquiry into Assisted Reproductive Treatment practices: submissions closing soon
18 Sep 2019
Anyone wishing to make a submission to the Health Complaints Commissioner’s Inquiry into Assisted Reproductive Treatment (ART) practices in Victoria still has time to do so. Commissioner Karen Cusack said submission forms were available for fertility treatment consumers, providers and other interested parties until midnight on Friday 20 September 2019 at hcc.vic.gov.au/public/ARTsubmissions or by calling 1300 582 113.