Our vision, values & principles

Our vision

Our overarching goal is to ensure that the public and health practitioners have confidence in the responsiveness and accountability of Australia’s national health practitioner regulation scheme.

In order to achieve this goal, we aim to provide ombudsman and commissioner services that:

  • are fair, accessible and based on evidence
  • offer practical and meaningful outcomes
  • align with our values of independence, integrity, impartiality, professionalism and excellence.

We strive to work collaboratively with AHPRA and the National Boards to ensure that their administrative processes are reasonable and transparent.

We are motivated by the idea that our activities bring about overall improvements to the health system in Australia which benefit everyone.

Our values

  • Independence
  • Integrity
  • Impartiality
  • Professionalism
  • Excellence

Our principles

  • Accessible
  • Accountable
  • Collaborative
  • Outcome-focused

Code of conduct

Our code of conduct outlines the standard of behaviour expected by all staff of the office of the National Health Practitioner Ombudsman and Privacy Commissioner.

The code seeks to provide guidance to staff in relation to the expectation that their work will be completed efficiently, fairly, impartially and with integrity. It also aims to provide the public with a better understanding of the office’s values to promote public confidence and trust in the office.

For more information about our code of conduct you can download a full copy of the policy here:

What you can expect from us

We like to work collaboratively with complainants to resolve their concerns. When you contact us, you can expect to be treated in a courteous and respectful way.

You can expect that we will:

  • give careful attention to your concerns in order to ensure that we understand your complaint
  • communicate in a clear way about how we can assist you and what we require from you in order to proceed with your complaint
  • provide you with the name of a contact person at the office and keep you regularly informed about the progress of your complaint
  • promptly assess all the information provided by you, the entity you complained about, and any other relevant third parties, in a fair and impartial way
  • effectively explain to you what we can and cannot do about your complaint and provide reasons for our decisions
  • refer you to the most appropriate alternative complaint-handling body if we are unable to assist you with your complaint.

What we expect from you

When dealing with us, we expect that you will be courteous at all times.

There are a number of ways to make it easier and quicker for us to assist you, including that you:

  • raise your concerns directly with AHPRA before lodging a complaint with this office
  • provide us with accurate information and respond to our requests for information in a timely way
  • tell us if you have special requirements, such as requiring assistance from an interpreter
  • inform us as soon as possible if you need to correct or update any information you have provided us, including if you wish to withdraw your complaint
  • be polite and willing to listen.