We aim to continually improve our services and understand that we may not always get everything right. Therefore, we welcome feedback to allow us to improve what we do.
We are open to receiving both positive and negative feedback (e.g. a complaint). Please understand that making a complaint will not negatively affect any service you receive or your relationship with us.
The information you provide will only be shared with people directly involved in responding to your feedback.
How to give feedback
There are a number of ways to give feedback or make a complaint.
- Call our office directly on 1800 437 222 to talk to us over the phone
- Complete the online form below
- Send written correspondence to ceo@hepqld.asn.au or post to PO Box 3150, Norman Park QLD 4170
What happens next?
- Unless you have indicated you do not want to be contacted, you will receive acknowledgement that your feedback has been received.
- If your feedback is a complaint, you can expect further contact from the CEO within 10 working days of Hepatitis Queensland receiving the complaint. At this point the CEO will provide an update in relation to investigating your complaint and any actions that have been taken to resolve the issue. In the event that additional time is required to resolve, the CEO will continue to keep you updated.
- If you are not happy with the proposed resolution, you can request the complaint be considered at a meeting of the Board or dealt with by a panel convened by the board. You may be asked for additional information either in writing or in person.
You can also speak to these external services about your complaint.
Who else to speak to
Hepatitis Queensland will always try and resolve any complaint as quickly and fairly as possible. We encourage any service users that have a complaint to raise it with us in the first instance. We understand, though, that a service user may sometimes wish to take a complaint to an independent body. It is your right to seek independent advice and support and the following independent agencies may be able to assist:
- If the complaint is about a Health Issue – Office of the Health Ombudsman
- If the complaint is about the organisation – Queensland Ombudsman
- If the complaint is about personal information or privacy – Office of the Australian Information Commissioner
- If the complaint is about a person’s rights (human rights) – Queensland Human Rights Commission
- If the complaint is in relation to treatment of a personal with a disability or mental health issue – Office of Public Guardian
- If the complaint relates to a legal issue or crime – Queensland Police Service
