Recent news

19 Nov 2020
From Sunday 8 November 2020, restrictions were eased in Victoria and Third Step restrictions now apply throughout regional Victoria and metropolitan Melbourne. Under the Third Step, ha irdressing and cosmetic/personal services can operate where a face mask is worn for the duration of the service or procedure. Each industry will also have a different restriction level depending on the step. All businesses must follow strict protocols in the workplace. This includes: maintaining physical distancing of at least 1.5 metres to reduce person-to-person contact for staff and clients, practising good...
16 Nov 2020
Since the introduction of the Complaint Handling Standards in June 2020, there has been widespread interest in how the standards work and their application. The complaint handling standards replace the interim standards in Schedule 1 of the Health Complaints Act 2016 and apply to all health service providers in Victoria, including registered practitioners and general health service providers. “The standards were developed in consultation with both the healthcare sector and the public and cover the key aspects of complaint handling,” Health Complaints Commissioner, Ms Karen Cusack said. “The...
25 Jun 2020
The Health Complaints Commissioner has commenced an investigation into a Bendigo private skin cancer clinic in relation to concerns raised over the care the clinic provided to patients, specifically around the detection, diagnosis and treatment of skin cancer. To ensure the public’s safety while the investigation is being carried out, Health Complaints Commissioner Karen Cusack has made an interim prohibition order banning Quality Cancer Care of Bendigo from: • advertising, offering or providing, or • causing to be advertised, offered or provided any general health service (paid or otherwise...
12 Jun 2020
The health, safety and welfare of our staff and members of the public who use our services continues to be our primary focus. While there has been an easing of some restrictions by the State Government, my office will continue to operate via remote working arrangements for the foreseeable future. In March 2020, I made the decision to begin working remotely in response to the risk of spread of Coronavirus (COVID-19). This meant closing our office at 570 Bourke Street and for staff to operate remotely, like many other businesses. Despite a significant change in our operational environment, we...
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...
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...