2 steps: Making a complaint about healthcare

Important: before you make a complaint, read about how to get your complaint ready by using the link on the left side of this page – Collecting information and making a complaint.

Step 1: Raise your complaint with the Health Services Manager at your prison

The Health Services Manager is the person in charge of the healthcare service at your prison.

Complaints to the Health Services Manager can be made in writing (a letter) or in person. It can be helpful to make a complaint in writing so that you have a hard copy of what you said and any response you get.

Important: make sure you keep a record of any complaints you make, and any response you get from prison staff.

When making a complaint to the Health Services Manager, make sure you let them know:

• What went wrong
• How the issue impacted you
• What would make things right for you

It can help to think about these points before you have the conversation and make some notes of what you want to say. This means you will feel prepared and are more likely to say everything you want to say clearly.

If you want to talk more about the best way to talk about your healthcare issue with the prison healthcare service, you can call the Health Complaints Commissioner by phone.

You can call the HCC from 9am – 3pm on weekdays:

• Enter your prisoner ID number
• Press *06

Phone calls to the HCC are free of charge, and you do not need to add HCC to your phone list.

Important: calls to the HCC should not be recorded or monitored. If you call the number and get the warning that your call is being recorded, hang up and tell prison staff immediately.

Step 2: Make a complaint to the Health Complaints Commissioner (HCC)

If you are unhappy with how the healthcare service at your prison has handled your complaint, you can bring your complaint to the Health Complaints Commissioner (HCC).

Making a complaint to the HCC is free and you don’t need a lawyer.

Important: you must make a complaint to your prison first, before you can make a complaint to the Health Complaints Commissioner. If you do not hear back about your complaint after 5 days, or are not happy with the response you got, you can contact the Health Complaints Commissioner.

You can make a complaint to HCC by:

• Phone; or
• Writing a letter.

You can also ask someone else to make a complaint for you – like a partner, family member, friend or lawyer. HCC will ask for your consent first.

People outside prison can call the HCC on 1300 582 113 or complete an online form on the HCC website.

By phone

You can call the HCC from 9am – 3pm on weekdays:

• Enter your prisoner ID number
• Press *06

People outside prison can call the HCC on 1300 582 113.

Phone calls to the HCC are free of charge, and you do not need to add HCC to your phone list.

Important: calls to the HCC should not be recorded or monitored. If you call the number and get the warning that your call is being recorded, hang up and tell prison staff immediately.

Writing a letter

You can write a letter using the following address:

Health Complaints Commissioner
Level 26, 570 Bourke St
Melbourne VIC 3000

Mail to the HCC is free of charge.

Important: mail to the HCC is exempt mail. That means prison officers are not allowed to open your letters to or from the HCC, except in very specific circumstances. For more information on Mail, click here.

What to include in your complaint

Make sure you include in your complaint:

• Tell them that you want to make a complaint
• Details of exactly what happened
• The impact of the issue on you
• If possible, the name, address and contact details of the person/prison you are complaining about
• Any supporting evidence or documents, like a copy of the letter of complaint written by you to the prison, or a copy of their response

Can I make a complaint anonymously?

Yes you can, however it will limit the kind of help the HCC can give you, and they will not be able to give you updates.

Can someone complain on my behalf?

Yes, but they must have your authority/consent.

Source: Health Complaints Commissioner website