Complaints Policy

Complaints Policy
We understand that healthcare is a personal and sensitive matter. Every patient has the right to
voice their concerns and be heard. Our Complaints Policy has been designed to ensure that any
concerns are handled fairly, respectfully, and efficiently. We commit to taking every complaint
seriously, treating all parties involved with dignity and respect.
Lodging a Complaint
You are encouraged to discuss any surgical concerns with your surgeon. If your complaint is not
related to surgery, please direct it to the practice manager. Most issues can be resolved quickly
and effectively through direct communication.
If the matter remains unresolved or requires a formal investigation, you may submit a written
complaint to the Practice. Please include your name, contact details, and a clear description of
the issue.
Practice contact phone / email address:
manager@coastalplasticsurgery.net.au
Ph: 02 4363 6900
Escalation
If you are not satisfied with the response of your surgeon or practice, you may escalate your
complaint to the State or Territory Health Care Complaints Commission and/or Australian
Health Practitioner Regulation Agency (AHPRA).
NSW Health Care Complaints
Commission
1800 043 159
Medical Council NSW (02) 9879 2200
ALL STATES Australian Health
Practitioner Regulation
Agency (AHPRA)
1300 419 495
Confidentiality
All complaints will be treated with confidentiality and in accordance with the Australian Privacy
Principles. Personal information will only be used for the purpose of investigating and resolving
the complaint