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Event registration

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Translations

Order brochures from [email protected] with your name, address, language and number required.
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Case studies

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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Consultations

Complaint Handling Standards - consultation has now closed The powers and responsibilities of the Health Complaints Commissioner (HCC) are established by the Health Complaints Act 2016 (the Act). Section 132 of the Act requires us to develop a set of standards that Victorian health service providers must meet when handling complaints. These standards aim to ensure complaints are being used to improve quality and safety in our healthcare system. There is significant variation in the size and type of health services that these standards will apply to - from hospitals and clinics to doctors and...
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Inquiry into Assisted Reproductive Treatment (ART) and In Vitro Fertilisation (IVF) practices

The Health Complaints Commissioner (HCC) is currently conducting an inquiry into unsafe and unethical practices by In Vitro Fertilisation (IVF) and Assisted Reproductive Treatment (ART) service providers. The inquiry will include wide-ranging consultation and community engagement with members of the public who have utilised ART and/or IVF services, along with service providers. We’re in the process of developing a discussion paper, which will address a series of questions about the inquiry and invite submissions from ART and IVF clients (including third-party submissions from family members...
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Inquiry into ART and IVF practices

The 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 fertility treatment services, along with providers of those services. We will deliver a final report to the Victorian Government following the conclusion of the inquiry, which the Minister for Health referred to the HCC in March 2019 under section 103 of the Health Complaints Act 2016 .
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Making an FOI application to the HCC

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. We use a number of procedural, physical and hardware safeguards, together with access controls and back-up systems, to protect information from misuse and loss, unauthorised access, modification and disclosure. You have a legal right to...
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Part A: Submissions to inquiry - for consumers

Please answer some or all of the following questions if you have previously accessed or are currently accessing ART services in Victoria. If you have accessed ART outside of Victoria, we are unable to consider your experiences as part of this Inquiry. If you are providing a submission on behalf of someone who has accessed ART services then we recommend that you ask their permission to tell their story.
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Part B: Submissions to inquiry - for providers and current/former employees

Please answer some or all of the following questions if: you have previously worked at or are currently working at, an ART provider/clinic in Victoria; you represent an ART provider or ART clinic; you represent other fertility service providers; Where a question refers to “your ART provider/clinic” it is intended to apply to representatives of the organisation and employees and former employees.
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Part C: Submission to inquiry - for other stakeholders

Please answer some or all of the following questions if you are a stakeholder or other interested party that is not included in Parts A or B, based on your understanding of the provision of ART in Victoria. We welcome any other information or insights you can provide to the Inquiry.
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