NSW Health Care Complaints Commission


COMMUNICATING WITH THE COMMISSION AT THIS TIME:

As we respond to COVID-19, the Commission is implementing measures that enable us to continue our day to day business in a manner that is safe and protective of Commission staff.

  • Your communication is important to us.
  • We are not presently able to process postal mail and we ask that you communicate with us by email or by phone.
  • In accordance with social distancing guidelines our reception is now closed.
  • Our Inquiry line continues to operate – Please call 1800 043 159 for more information about making a complaint. If your question relates primarily to COVID-19 testing, treatment and responses, we recommend that you call the National Coronavirus (COVID-19) Health Information Line 1800 020 080 in the first instance.
    If you wish to make a complaint please lodge it via the online complaints portal at https://ecomplaints.hccc.nsw.gov.au
  • If you are providing additional records or documentation please send them via email to hccc@hccc.nsw.gov.au and to the officer managing your matter.
  • If your online or phone details change please notify us.

Health Care Complaints Commission acts to protect public health and safety by resolving, investigating and prosecuting complaints about health care

MESSAGE TO HEALTH CONSUMERS AND/OR THOSE WHO HAVE LODGED A COMPLAINT

As we respond to COVID-19, the Commission is implementing measures that enable us to continue our day to day business in a manner that is safe and protective of Commission staff.

  • Our officers will address complaints in a flexible and proportionate manner, considering public health and safety risks while being mindful of the pressures on providers. We will continue to ensure that we act quickly where there is an indication of a risk of significant harm.
  • The pandemic response is having a substantial impact on the operations of health service providers across NSW and these additional pressures are likely to increase. This in turn will have an impact on the ability and capacity of providers to respond to complaints.
  • There may be cases where we may deal with a complaint by a phone call rather than requiring a written response to assist in making an early determination.
  • Where clinical records, written responses and/or further clinical advice is required for assessments or where matters are in resolution or review processes, these actions may take longer to process than usual. We will conduct necessary discussions with you by phone and encourage you to call the officer managing your complaint if you have questions or concerns.


MESSAGE TO HEALTH SERVICE PROVIDERS:

The Commission appreciates the intensive pressures on public and private health facilities, medical practitioners and nurses as they respond to COVID-19. If these pressures are such that you are unable to respond to Commission requests or you seek other methods of communication that will assist you in any way, please do not hesitate to advise us of the adjustments you require. We will seek to make whatever accommodations are appropriate to ensure that there is no disruption to the care and treatment of patients.


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