Recent news

23 Feb 2021
The Health Complaints Commissioner (the Commissioner) has issued a public caution about the provision of cosmetic services and has urged all providers to abide by the code of conduct for general health services. Commissioner Karen Cusack said, during the 2019 and 2020 calendar years, her office had closed a total of 123 complaints about cosmetic service treatments conducted by general health service providers; 64 complaints in 2019 and 59 complaints in 2020. General health service providers (GHSP) are those health service providers who are not registered by the Australian Health Practitioner...
22 Feb 2021
The Health Complaints Commissioner (HCC) continues to work with the Victorian public to promote safe and ethical health care. Our Service Charter explains what we can do, what we cannot do, how we operate and how you can expect us to treat you. It also explains what we need from you when you are involved with our service. The Service Charter is our commitment to you. The HCC has clear guidelines that allow the public and health service providers to understand what we can and cannot do. We can : help resolve complaints about health services and the handling of health information, investigate...
03 Feb 2021
This month marks the fourth anniversary of the office of the Victorian Health Complaints Commissioner. The inaugural Health Complaints Commissioner, Karen Cusack, said 1 February 2017 was a significant milestone, marking the introduction of new legislation to deal with complaints about the provision of health services in Victoria.
29 Jan 2021
The Health Complaints Commissioner’s (the Commissioner) report on the Inquiry into Assisted Reproductive Treatment Practices in Victoria has been officially released by the Victorian Minister for Health, the Hon Martin Foley, MP. Victorian Health Complaints Commissioner Karen Cusack welcomed the release of the Inquiry into Assisted Reproductive Treatment Practices in Victoria Report , (the ART Report) saying she was “grateful to the Minister for his support of her recommendations and the recognition by the Government of the need for action in such a complex and emotionally fraught area of...
18 Jan 2021
The Government’s Change or Suppression (Conversion) Practices Prohibition Bill 2020, currently before the Legislative Council, has been welcomed by Victorian Health Complaints Commissioner (HCC) Karen Cusack. The Change or Suppression (Conversion) Practices Prohibition Bill 2020, passed by the Legislative Assembly in early December 2020, will prohibit conversion therapy from being offered or provided to any person.
18 Jan 2021
Our new online education and training platform is now live. The new training platform will enable registered practitioners and general health service providers to complete the Health Records Act and Code of Conduct self-paced, e-learning modules. If you have previously undertaken online training on the old platform, you will need to create a new username and password. To do so, please visit: hcc-elearning.com.au/ If you are an administrator for multiple accounts for your organisation and would like to create a bulk account, please email: [email protected] More details about how to...
07 Jan 2021
Following complaints received, the Victorian Health Complaints Commissioner Karen Cusack has commenced an investigation and imposed an Interim Prohibition Order (IPO) on Wodonga-based psychotherapist/counsellor Brian Hickman. Mr Hickman, like all general health service providers, is subject to the Code of Conduct under the Health Complaints Act 2016. “Complaints received by my office allege conduct by Mr Hickman that may be in contravention of the code of conduct for general health service providers,” Commissioner Cusack said. “I do not make interim prohibition orders lightly, but where...
Final training in Complaint Handling Standards for 2020
21 Dec 2020
Since the Complaint Handling Standards were introduced in June 2020, there has been significant interest in how the standards work. On December 17, Health Complaints Commissioner Karen Cusack completed the final information session for 2020. The training helps ensure that all Victorian health services are provided with direction and information to better understand and implement the Complaint Handling Standards. The Standards comprise 11 separate obligations and set the minimum legal criteria for all health service providers in Victoria to meet when handling complaints about health services...
18 Dec 2020
Melbourne dental clinic No Brace Centre closed on Friday 30 August 2019 without prior notice. Clients of the clinic were unable to directly resolve enquiries or complaints about outstanding treatment or prepaid fees, or obtain 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 received more than 200 enquiries and complaints from clients of the No Brace Centre following its closure. On 4...
HCC Annual Report 2019-20
14 Dec 2020
The Victorian Health Complaints Commissioner, Ms Karen Cusack, has released the Health Complaints Commissioner’s 2019-2020 Annual Report detailing the performance of her office during the 2019-2020 financial year, in line with its vision and values. The Health Complaints Commissioner is an independent, statutory officer who derives powers from the Health Complaints Act 2016 (HCA) and is responsible for regulating health services in Victoria. While the final half of the financial year was impacted by the coronavirus (COVID-19) global pandemic, the Commissioner’s commitment to supporting the...