How to complain, including how to go over our heads.

Tell us directly

Ring (08) 8004 2420 and say you want to make a complaint, or email hello@bugalwah.clinic. You can do it yourself or somebody can do it for you.

What we commit to:

• We acknowledge it within two business days, in whatever way you asked to be contacted.
• We tell you who is looking into it and roughly how long it will take.
• We come back to you with what we found and what we are changing, in writing if you want that.
• Complaining does not affect your care here, and it does not affect whether you can come back.

Go straight to a regulator instead

You are entitled to do this without contacting us at all, and you do not need our permission or a reference number.

• Ahpra handles concerns about a registered health practitioner’s conduct, performance or health. 1300 419 495, or ahpra.gov.au.
• Your state or territory health complaints commissioner handles complaints about a health service. In NSW it is the Health Care Complaints Commission on 1800 043 159; in Queensland, the Office of the Health Ombudsman on 133 646. Every state and territory has one.
• The OAIC handles privacy complaints about how your personal information was handled. 1300 363 992, or oaic.gov.au.

Support to make a complaint

If you would rather not do this on your own, an Aboriginal Medical Service, an Aboriginal health worker or an advocacy service can make a complaint on your behalf or sit with you while you do. You are also entitled to bring an interpreter.

If it is urgent

A complaint process is not the right channel for a crisis. Ring 000 in an emergency, or 13YARN on 13 92 76 to talk to an Aboriginal or Torres Strait Islander crisis supporter at any hour.