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Complaints Policy and Procedure

It is important to us that you are happy with all aspects of our practice. In order to ensure this, we are committed to being open and responsive to any complaints or concerns about the services we offer.

In order to demonstrate our commitment to handling complaints fairly and to the satisfaction of all parties, we follow a practice complaints procedure.

Making a complaint

In many cases it is possible to resolve a problem as soon as it arises by raising the issue with the person involved. If your problem isn’t resolved at the time it occurred and you wish to take the matter further, please let us know as soon as possible. It is advisable to let us know within a few days or a few weeks at most because this allows us to best establish what happened.

If your complaint is about the treatment you have received, you should raise your complaint with the dentist you normally consult with. You may also request a meeting with the Practice Manager to discuss your concerns and have the complaints procedure explained to you. The Practice Manager will be best placed to help you if you explain your complaint as clearly as possible.

How we handle your complaint

Australian Dentist Clinic will provide an acknowledgement of your complaint to you within 2 working days. We will aim to investigate the complaint within 10 working days of the date it was raised with us. Once our investigation is complete, you may seek an explanation from us or alternatively ask us to organise a meeting with involved parties.

During our investigation, we will endeavour to:

  • Determine what happened and what led to the problem;
  • Facilitate a discussion about your concerns between the yourself and those involved, if you request this of us;
  • If it is appropriate to do so, ensure you are provided with an apology;
  • Find out what can be done to prevent the issue occurring again.

How to complain on behalf of someone else

Australian Dentists Clinic adheres to strict privacy policy which protects your personal information. This means that you need to show us you have permission from the other person before we can accept your complaint to us on their behalf. To do this, provide us with a note signed by the person concerned. If they are unable to do this due to physical illness, mental illness or because they are a child under 16 years please contact us to discuss options.

Escalating your complaint

We believe that our practice complaints procedure provides highest likelihood of resolving your concerns. Following our procedure will also allow us to improve our practice with the help of your feedback. However, if you so wish you have the right to complain to the AHPRA if you feel unable to raise your complaint with our staff or you are not satisfied with our investigation. For further advice contact:

The State or Territory Manager


G.P.O. Box 9958

In your capital city

Last Updated: 25th November 2018

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