Rowe & Associates provide a high-quality service and are committed to using all feedback, including complaints to improve our service and ensure the best care for our clients. This policy sets out how you can make a complaint and have your concerns addressed.

Purpose of Policy
Our complaint policy and procedure as outlined below aim to achieve consistent treatment in the handling of complaints and provide a process to follow in the event a complaint arises. A complaint can be based on any type of problem or concern related to the quality or delivery of a service.

Who can make a complaint?
Any person may make a complaint. You have the right to make a complaint and have your concerns heard. You are welcome to have an advocate, or someone make the complaint on your behalf. To enable the timely consideration of a complaint; specific details of the incident, conduct or behaviour giving rise to the complaint should be provided.

Complaints Handling Process
All complaints must be submitted in writing using our online form.

We are committed to respond to any complaints within two business days of receipt.

We are committed to resolve any complaints within 30 days where possible. If a complaint takes longer than this to resolve, we will communicate this with you and let you know of our progress as we work to resolve the issue.

Step 1

The matter will be referred to the Practice Manager in the first instance.
The role of the Practice Manager is to:

• Assist people making a complaint with the complaints-handling process.

• Maintain and review our complaints-handling framework.

• Resolve administrative related complaints to the best of their ability.

The Practice Manager will advise our director of the receipt and outcome of formal complaints.

Step 2

If the complaint requires escalation and is unable to be resolved by the Practice Manager, relates to a clinical issue, or at the request of the person making the complaint, it will be referred to the director, Clare Rowe.

• The Director will confirm receipt of your complaint within two business days.

• The Director will respond to your complaint in writing within thirty days of receiving it.

• The response will address the concerns raised, include provide possible solutions, and provide next steps if required.

Step 3

Suppose you are not satisfied with our handling of your complaint internally, or our internal process presents a conflict of interest. In that case, you are entitled to pursue an external method of review. These methods include:

Australian Health Practitioner Regulation Agency (AHPRA)

• AHPRA online complaints form: www.ahpra.gov.au/About-AHPRA/Complaints.aspx

• Telephone: 1300 419 495

• Website: www.ahpra.gov.au

Health Care Complaints Commission (HCCC)

• HCCC online complaints: https://www.hccc.nsw.gov.au/understanding-complaints/make-a-complaint-online

• Telephone: 1800 043 159

• Website: https://www.hccc.nsw.gov.au/

NDIS participants can lodge a complaint with the NDIS Quality and Safeguards Commission

• Complaint Contact Form: https://forms.business.gov.au/smartforms/servlet/SmartForm.html?formCode=PRD00-OCF

• Telephone: 1800 035 544

• Website: https://www.ndiscommission.gov.au/about/making-complaint

This policy current as of 27/02/2025