Complaint Management

The Council is able to receive complaints about doctors and medical students from anyone in the community. The Council reviews each complaint and makes an assessment of the best method of addressing the issues raised in it. This assessment is undertaken by a delegate of the Medical Council in conjunction with the HCCC.

The Council and the HCCC have a range of avenues available to them to deal with a complaint including:

  • referring a complaint for formal investigation by the HCCC
  • urgent action including suspension to protect the health or safety of any person, or if it is otherwise in the public interest
  • referring a complaint to another person or body, such as an Area Health Service, for investigation
  • referring a matter to the Council to be considered in its Performance or Health programs
  • referring a complaint to the Health Conciliation Registry for conciliation
  • referring a complaint for direct resolution between the practitioner and the complainant, either with or without the assistance of a Complaints Resolution Officer
  • determining that no further action be taken

The Council recognises that investigation by the HCCC and a subsequent hearing before a Professional Standards Committee or Medical Tribunal is only appropriate in matters where there is evidence of unethical, reckless, wilful or criminal behaviour in either clinical or non-clinical domains. In all other circumstances, public protection can be achieved and professional standards maintained through the application of non-disciplinary and educative responses.