If for some reason direct resolution between the provider and consumer is not possible and the consumer makes a complaint with the HCSCC, we determine which of the following would be the most appropriate path to resolution.
If the complaint is best handled by another body, we will refer the matter to them. For
example, the matter could be referred to the Australian Health Practitioner Regulation
Agency, Ahpra.
The HCSCC can provide impartial assistance and support to service providers and consumers as they work toward a resolution.
Facilitated direct resolution fact sheet (PDF, 119.1 KB)
If direct resolution is not possible, the HCSCC may opt for informal meditation
between the provider and consumer to reach an appropriate resolution. We act as a go-between to exchange information between the two parties.
We may choose to bring the parties together to confidentially address the issues. We
conciliate matters that are very complex, serious or involve financial settlements.
The HCSCC may choose to investigate matters where serious and/or systemic matters
emerge from the complaint and other forms of complaints resolution are not sufficient
or pragmatic.
