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21 Aug 2019
The Health Complaints Commissioner (the Commissioner) has extended the deadline for public submissions to her Inquiry into Assisted Reproductive Treatment (ART) practices in Victoria. Commissioner Karen Cusack said the HCC would accept submissions until Friday 20 September 2019. Ms Cusack said the extended deadline will allow for the Inquiry to hold a series of consultation sessions in September for fertility treatment providers, consumers and other interested parties. Register your interest in attending a consultation session at hcc.vic.gov.au/ARTconsultation.
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25 Jun 2019
The Health Complaints Commissioner (HCC) is calling for public submissions as part of an Inquiry into Assisted Reproductive Treatment (ART) practices in Victoria.
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08 Mar 2018
Laws coming into effect this month have created a new information sharing scheme in Victoria.
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16 Dec 2019
The Victorian Health Complaints Commissioner issues the following General Health Service Warning Statement under section 87 of the Health Complaints Act 2016. On 2 May 2019 I commenced a Commissioner-initiated investigation into Denise Abadee, also trading as ‘The Wellbeing Planet’, ABN 75 748 208 135, 7-12 Horne Street Elsternwick. This followed a number of complaints about the provision of drug and alcohol rehabilitation services at ‘The Wellbeing Planet’. I believe that Denise Abadee and Craig McDonald, Principal of ‘The Wellbeing Planet’ ABN 75 748 208 135 have contravened the Code of...
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25 Jun 2020
The Victorian Health Complaints Commissioner issues the following General Health Service Warning Statement under section 87 of the Health Complaints Act 2016. On 28 May 2020, I commenced a Commissioner-initiated investigation into Quality Cancer Care, Bendigo. This followed concerns raised with my office with respect to the healthcare and treatment provided by Quality Cancer Care to its patients. I believe that Quality Cancer Care may have contravened the Code of Conduct as set out in Schedule 2 of the Health Complaints Act 2016 , and that it is necessary to publish the warning statement to...
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03 Dec 2020
On 22 November, in line with the Chief Health Officer’s directions, Victoria entered the Last Step in the coronavirus map to reopening. While many of the restrictions have been lifted, some remain, and the public can obtain general information via the following: If you own or manage a retail business, visit  Retail trade (goods)  and  Retail trade (services)  for sector guidance  Find information about the enforcement of coronavirus (COVID-19) directions in Victoria, the fines for non-compliance and how to report a breach For advice, health professionals can call the dedicated 24-hour hotline...
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16 Nov 2020
Since the introduction of the Complaint Handling Standards in June 2020, there has been widespread interest in how the standards work and their application. The complaint handling standards replace the interim standards in Schedule 1 of the Health Complaints Act 2016 and apply to all health service providers in Victoria, including registered practitioners and general health service providers. “The standards were developed in consultation with both the healthcare sector and the public and cover the key aspects of complaint handling,” Health Complaints Commissioner, Ms Karen Cusack said. “The...
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18 May 2020
Following an investigation by the Health Complaints Commissioner, a cosmetic service provider who treated clients in a ‘salon’ at the back of a Springvale Shopping Centre jewellery store, has been issued with a prohibition order permanently banning her from providing any general health services involving cosmetic procedures, including Botox and dermal fillers. Health Complaints Commissioner Karen Cusack said Lee Kim Tan, trading as Sonoun Kimlee Salon in Springvale, is permanently banned from providing general health services, including offering any cosmetic or surgical procedure that...
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09 Apr 2020
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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Complaint case study: High cost for access to health records
10 Dec 2020
Aminah contacted the Health Complaints Commissioner (HCC) about a $220 charge imposed by a medical practitioner for providing her with access to her health records. Aminah did not know why such a high fee was imposed and was concerned that, even if she paid the fee, she might not gain access to her records. What we did: We contacted the practitioner to ask about the $220 charge. The practitioner said that he was charging $220 for medicolegal documents because the request had come from Aminah’s solicitor rather than from the patient herself. We reminded the practitioner of his obligations...
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