Service charter

We are committed to providing an independent and accessible complaint-handling mechanism to ensure that the national registration and accreditation scheme for health practitioners is accountable and responsive.

Our values

  • Independence
  • Integrity
  • Impartiality
  • Professionalism
  • Excellence

Our principles

  • Accessible
  • Accountable
  • Collaborative
  • Outcome-focused

Timeliness benchmarks

We aim to:

  • Acknowledge receipt of your complaint within three working days
  • Decide whether your complaint is in the jurisdiction of the office within fourteen working days
  • Finalise your complaint within three months
  • Deal with more complex cases within nine months

While your matter is open with this office, we aim to:

  • Provide you with a progress update every six weeks, unless there are circumstances when it is not practical or appropriate to do so
  • Return any telephone calls from you within three working days
  • Respond to written communication from you within fourteen working days



We regularly monitor the performance of the office against our service standards, and carefully consider feedback in order to identify areas where we can improve our services.

For more information about our standards of service you can download a full copy of our service charter here: