About us video

Video transcript

Sometimes you may feel dissatisfied with the way a situation has been handled. That’s why we’re here.

We’re the National Health Practitioner Ombudsman & Privacy Commissioner, or NHPOPC. If you’re unhappy with the actions of the Australian Health Practitioner Regulation Agency or a National Health Practitioner Board, you can contact us.

But first let us tell you a bit about ourselves and exactly what we do.

We provide an independent and accessible complaint handling service to health practitioners and the public. We can help you with complaints about the actions of the Australian Health Practitioner Regulation Agency and the 14 National Health Practitioner Boards.

We also work closely with those bodies to identify where they can improve their services.

Our service is free and anyone can make a complaint.

But what sort of things do people complain about?

Well, the public generally make complaints about the way a notification they made against a health practitioner has been handled.

Whereas health practitioners usually lodge complaints about registration problems, conditions placed on their registration or the way a notification against them has been handled.

Here’s how it works.

We receive a complaint from you, either by phone, mail or email.

From here, we’ll see whether it’s a matter we can investigate and we’ll let you know.

You might be wondering what an investigation does and what sort of outcomes it can achieve.

The first thing we do is ask for the appropriate documents and look at these closely.

An investigation determines whether the actions complained about were lawful and reasonable, and also whether the correct process has been followed.

We act impartially and investigate complaints thoroughly and fairly, making decisions based on facts and evidence.

At the end of an investigation, a few things can happen. We may determine the actions were reasonable and take no further action. We may recommend that an apology be offered and suggest that processes and policies be reviewed or changed. We can also recommend that a decision be reconsidered.

These processes can take time, but always remember, we’re here to help.

For more information or to make a complaint, visit our website nhpopc.gov.au