For service providers' reference

This simple guide helps providers understand how to manage complaints made directly from service consumers.
You can order a quantity of professionally printed copies directly from the HCSCC by emailing info@hcscc@sa.gov.au. Alternatively, you can download and print them yourself.

Need to respond to a complaint? (provider brochure)
(PDF, 192.8 KB)

Fact sheets for providers

Prohibition orders fact sheet (PDF, 117.2 KB)

Interim prohibition order fact sheet (PDF, 116.8 KB)

Complaints management - tips for service providers (PDF, 110.0 KB)

Conciliation fact sheet (PDF, 185.2 KB)

Facilitated direct resolution fact sheet (PDF, 119.1 KB)

Code of Conduct for Certain Health Care Workers (PDF, 139.7 KB) (ie. non-registered health care workers)

For providers to make available and visible to consumers

It’s good practice for service providers to make information available and visible to clients about their rights, and how to make complaints.

Brochure for service consumers 
You can order a quantity of professionally printed copies of these by emailing info@hcscc@sa.gov.au.
Alternatively, you can download and print them yourself.
Unhappy with a health or community service provider? (consumer brochure) (PDF, 293.4 KB)

The Code of Conduct
We recommend that this single-page version of the Code Of Conduct for Certain Health Care Workers be displayed in clinics.
It applies to all non-registered health service providers in South Australia.
Code of Conduct (single page) (PDF, 210.3 KB)

The public's right to safe and accessible care
This Know Your Rights fact sheet explains how the Code of Conduct protects the public’s right to safe and accessible care from non-registered health service providers.
Know Your Rights factsheet (PDF, 143.3 KB)

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Displaying information to clients and patients
The following text can be copied and published on your health or community service website:
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If you are not satisfied with our service, please contact us.

We take complaints seriously and aim to resolve them quickly and fairly.

If you are not satisfied with our response you can contact the Health and Community Services Complaints Commissioner (HCSCC).

The HCSCC responds to complaints about community services, health services, or the handling of health information in South Australia.

The service is free, confidential and impartial.

To lodge a complaint with the HCSCC:
*Fill out and submit an online complaint form (external site), or
*Phone 1800 232 007 between 9am and 5pm, Monday to Friday to discuss your complaint.
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