25 August 2020

How is Victoria’s health complaints system working?

The Department of Health and Human Services (DHHS) is reviewing the Health Complaints Act 2016 – the legislative framework for Victoria’s health complaints scheme – and is calling upon health service providers to share their views. 

The DHHS would like to hear from health service providers to understand and examine health service provider experiences of the health complaints scheme and identify opportunities for improvement.

Complete a brief online survey to help inform the DHHS review and shape recommendations to improve Victoria's health complaints scheme. All survey responses are anonymous. 

The Health Complaints Act 2016 (Act) introduced changes aimed at creating a more accessible and responsive complaints system. The Health Complaints Commissioner was established under the Act to:

  • Set minimum complaint-handling standards 
  • Resolve health service complaints 
  • Contribute to health service quality improvements
  • Take action to protect the health and safety of the public.

The Act also introduced obligations for general (unregistered) health service providers, requiring them to comply with a code of conduct. 

If you have any questions about the survey or review, the review project team can be contacted on hcareview@dhhs.vic.gov.au.

Complete the survey.