Complaint Policy
about policy
Amino Clinics Pty Ltd is committed to receiving, managing, and responding to complaints fairly, respectfully, and within a reasonable timeframe.
A complaint is any expression of dissatisfaction with our services, care, or products, whether justified or not.
We recognise that complaints provide an opportunity to address concerns, improve our services, and strengthen our internal systems and processes.
who can make a complaint
A complaint may be made by:
- a patient
- a customer
- a carer
- a family member
- an authorised representative
- a member of the public
Complaints may also be made anonymously. However, if a complaint is made anonymously, our ability to investigate the matter fully or provide a direct response may be limited.
how to make a complaint
Complaints may be submitted by email, phone, or post using the contact details listed on this page.
When making a complaint, please provide as much detail as possible, including:
- your name and contact details, unless you wish to remain anonymous
- a description of the issue
- the date or approximate time of the incident, if known
- any relevant supporting information or documents
If you need help making a complaint, we will take reasonable steps to provide support, including where there are accessibility needs, vulnerability concerns, or language barriers.
our complaints process
All complaints are managed through the following process:
- Receipt
Your complaint is received and recorded.
- Acknowledgement
Your complaint is acknowledged within a reasonable timeframe.
- Investigation
Your complaint is reviewed by the appropriate staff member, manager, or other responsible personnel. Where necessary, further enquiries or investigation will be undertaken.
- Outcome
We will communicate the outcome of the complaint in writing where appropriate, including any action taken or proposed response.
- Closure
Once the complaint has been addressed, the matter will be closed. Where relevant, outcomes may be used to support service improvement, staff training, or internal governance processes.
Timeframes
We aim to acknowledge complaints promptly and resolve them as soon as reasonably practicable.
If more time is required due to the nature or complexity of the complaint, we will keep you informed of the progress where possible.
Privacy and Confidentiality
Personal information provided in connection with a complaint will be collected for the purpose of investigating and resolving your complaint and may be disclosed to relevant staff, practitioners, or third-party service providers where necessary.
Complaints may include health information, which is sensitive information.
We collect, use, and handle this information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and our Privacy Policy.
Urgent Clinical Concerns
If your complaint relates to an urgent clinical issue or patient safety concern, please seek immediate medical attention or contact emergency services.
If you are experiencing a medical emergency, call 000 immediately.
External Complaints Pathways
If you are not satisfied with the outcome of your complaint, you may raise the matter with an external body.
Complaints about our service or clinic may be directed to the NSW Health Care Complaints Commission.
Complaints about an individual registered health practitioner may be made directly to AHPRA.
This complaints process does not limit your rights under the Australian Consumer Law.
Internal Review and Governance
Complaints may be reviewed by appropriate team members or managers and, where necessary, linked to broader internal review, incident management, clinical governance, or quality improvement processes.
We may use complaint outcomes to improve staff training, communication, service delivery, and operational practices.
Contact Details
Company Name: Amino Clinics Pty Ltd
ACN: 694 593 434
Phone: 1800 820 220
Address: 7.04/43 Bridge Street, Hurstville NSW 2220