Making a Complaint
This guide provides information about how to make a complaint to us.
We work to address issues and improve our services by investigating all complaints thoroughly.
How to Make a Complaint
Complaints can be submitted via:
Details to provide: Please provide as much detail as possible, including your name, phone number, email address, details of your experience, the service and/or provider.
We will get back to you: We will acknowledge your complaint within three business days. We will also give you details of a contact person who will manage the complaint.
Anonymous complaints: We try to investigate complaints even if you haven’t given us your name or details. Please note this may limit our ability to resolve a complaint and we won’t be able to acknowledge or report back to you on the complaint.
For more information: If you would like more information about how we manage complaints, please see our Complaints Management Policy Statement.
Our Services
We fund a range of health and wellbeing services in the region and we also deliver a number of services directly.
We understand it can be difficult to determine whether we fund the service you wish to complain about and whether we can help with your complaint.
If you are unsure if a service is delivered or funded by Wentworth Healthcare, you are welcome to contact us to check before lodging a complaint.
Complaints We Cannot Manage
Hospital services: Contact the Local Health District directly with any complaint in relation to hospital services.
Health practitioners: (for example, complaints about your GP) Complaints about these services are best directed to those services directly. If you need to escalate a complaint about a health professional, you may wish to contact Australian Health Practitioner Regulation Agency or the NSW Health Care Complaints Commission.
