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 provision of safe and ethical healthcare has continued. During 2019–2020, the office of the Health Complaints Commissioner has continued to have a direct impact on the lives of thousands of people through the core service of complaints resolution and investigation into serious health care breaches. Despite working remotely, the provision of services has continued, with more than 6000 complaints finalised, 56 investigations commenced and 29 finalised under the HCA, and 78 interim prohibition orders (IPOs) and prohibition orders issued. The Commissioner also finalised major inquiries into privately funded alcohol and other drug services and assisted reproductive treatment services.

I want to acknowledge how proud I am, of how our staff have risen to the challenges.

“Coronavirus (COVID-19) has presented many challenges in Australia and throughout the world, and I want to acknowledge how proud I am, of how our staff have risen to the challenges,” the Commissioner, Ms Cusack said.
“It is gratifying that we have been able to carry on our services unabated for all Victorians, even though we have been working remotely.”

The Health Complaints Commissioner’s staff provide a collaborative approach to educating and working with providers and build trust with health service providers and the public in the handling of complaints with integrity and care. “We look forward to continuing to offer a free and impartial complaints resolution service and upholding our commitment to supporting safe and ethical health care for everyone in Victoria,” Ms Cusack said.

To view the 2019-2020 Annual Report, see below.

HCC annual report 2019-20 cover