Recent news

15 Mar 2021
Our complaints process is free, impartial, voluntary and an alternative to legal proceedings. Often the quickest and easiest way to resolve a complaint is to take it directly to the provider. This is an important first step before we will deal with a complaint, unless it is not reasonable for them to approach a provider. For example, where the type of complaint raises issues which would make it unreasonable for that complainant to have to contact the provider. Anyone can lodge a complaint with us about a health service provided in Victoria, or about the handling of health records in Victoria...
05 Mar 2021
Health Complaints Commissioner Karen Cusack has welcomed the Victorian Government’s release of the Commissioner’s report – Review of private health service providers offering alcohol and other drug rehabilitation and counselling services in Victoria. View the full report here Alcohol and other drug treatment services are an important issue for the Commissioner, who receives and deals with complaints in relation to all health service providers, including both private and public drug rehabilitation service facilities. The Commissioner began the comprehensive review of Victorian privately funded...
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...