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The Health Complaints Commissioner (HCC) is currently conducting an Inquiry into Assisted Reproductive Treatment (ART) practices in Victoria. The Inquiry will include wide-ranging consultation and community engagement with members of the public who have utilised ART and/or other fertility treatment services, along with providers of those services. On 25 June 2019 we released a discussion paper , which addresses a series of questions about the Inquiry and invited submissions. We received more than 120 submissions and held public consultation sessions in September to further inform the Inquiry...
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Health complaints outside Victoria Australian Capital Territory Human Rights Commission Northern Territory Health and Community Services Complaints Commission New South Wales Health Care Complaints Commission Queensland Office of the Health Ombudsman South Australian Health and Community Services Complaints Commission Tasmanian Health Complaints Commissioner Western Australian Health and Disability Services Complaints Office Privacy complaints Office of the Australian Information Commissioner Office of the Victorian Information Commissioner Department of Health & Human Services - Privacy...
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We may collect personal information from you. When we do, we will: only collect information we need to carry out the functions of the Health Complaints Commissioner under the Health Complaints Act 2016 (Vic) and the Health Records Act 2001 (Vic) ensure you know why we are collecting the information and how we will use the information use and disclose your information only in accordance with the primary purpose or a directly related secondary purpose that you would expect. If we use the information for another purpose, we will ask your permission first (unless we are authorised by law to use...
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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...
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Our Service Charter explains what we do, what we cannot do, how we work and how you can expect us to treat you. It also explains what we need from you when you are involved with our service. This Service Charter is our commitment to you. HCC Service Charter
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Employment The office of the Health Complaints Commissioner (HCC) is an independent office established under the Health Complaints Act 2016 to provide health consumers and service providers in Victoria with an independent complaints resolution mechanism. The Commissioner also administers the Health Records Act 2001 (HRA) which establishes privacy standards for the handling of health information and gives individuals a legally enforceable right of access to their own health information. This Act gives the Health Complaints Commissioner substantial statutory responsibilities and discretionary...
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We take reasonable steps to make sure the information we hold is accurate, complete, up-to-date and relevant to our functions and activities by checking information with individuals and organisations at relevant points in the progress of a complaint, investigation or other process. We also rely on you to let us know when your contact details have changed. The Freedom of Information Act 1982 (FOI Act) provides an individual person the right to request access to documents held by the HCC. The object of the FOI Act is to extend as far as possible the right of the community to access information...
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These case studies are real complaints we've handled, with names and some details changed to protect privacy. They highlight the range of outcomes we can achieve in our voluntary process. Complaints are most commonly resolved through advice from our staff or explanations from healthcare providers. Many are also resolved with apologies, refunds, partial refunds, quality improvements or access to records, while fewer complaints are resolved through compensation. Case Study 1: Partial refund HCC Case Study: Partial Refund Video of HCC Case Study: Partial Refund The complaint Jenny complained...
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The HCC can handle complaints about health services provided by any organisation or person in Victoria. This includes both registered providers and general, or non-registered, providers. General health service providers are those who are not legally required to be registered under national health practitioner regulation law. That is why they are also known as non-registered providers. The many types of practitioners in this category include audiologists, naturopaths, dieticians, speech pathologists, homeopaths, counsellors, massage therapists, alternative therapists and other providers of...
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