Our complaints process is Free Impartial : We do not advocate for either party. Voluntary : We cannot force participation in complaint resolution. An alternative to legal proceedings : You don't need a lawyer. Complaint Provider Complaint lodged Hcc Complaint assessed Referred or Declined Hcc Early resolution Formal resolution Investigation Outcome Outcome Outcome Complaint & outcome recorded Deciding how to handle complaints When we receive a complaint, our first question is whether this office, or another agency, is best to deal with it. Next we consider whether the person making the...

The HCC can launch investigations based on information we receive, or by referral from the Victorian Minister for Health. Investigations generally follow a formal process, including a detailed examination of a complaint. Investigations are sometimes conducted in more complex matters but may also be used in simple matters like following up any undertakings made in a complaints resolution process. We may investigate public or private organisations as well as individual providers. Why we investigate The primary aim of any investigation is to establish the facts. This allows us to understand what...

Once a general health service provider (not regulated by AHPRA ) is under investigation the Commissioner may issue a temporary or permanent prohibition order. This will only be done where the Commissioner is satisfied they've breached the general code of conduct and pose a serious risk to an individual or the public. Following an investigation into any health service provider the Commissioner may also issue a public warning statement to alert people of a danger to their life, health, safety or welfare.

Health service principles You should expect safe and ethical healthcare from every health service you use. This applies in all healthcare settings, including public and private hospitals, community health services and individual practitioners' rooms. All Victorian health services must: Be accessible Be safe and of high quality Provide their services with appropriate care and attention Treat consumers and their carers with respect, dignity and consideration Provide adequate and clear information about treatments, costs and other options Apply an inclusive approach with consumers when making...