Primary Health Networks (PHN) Program complaints

We manage complaints according to our PHN Program Complaints Policy.  This ensures that we manage complaints consistently, fairly, efficiently and effectively. 

Complaints we can handle

You can make a complaint to us about:

• the department’s management of the PHN Program
• a PHN that is not complying with its funding agreement with the department, including:
  • suspected fraud against the Commonwealth
  • misuse of Commonwealth funds
  • not meeting the objectives of the PHN Program or governance obligations
  • inappropriate handling of conflicts of interest
  • inappropriate stakeholder engagement
  • inappropriate commissioning processes (not commissioning outcomes)
  • breaches of privacy
  • inappropriate handling of complaints by a PHN
  • the outcome of a previous complaint lodged through our complaints process.

You can find more information in our complaints policy.

Complaints we can’t handle

We don’t handle complaints concerning the business operations of a PHN, including:

• outcomes of commissioning processes
• PHN funding decisions (such as commissioning or procurement activity)
• operational and service delivery decisions made by the PHN
• contract management between a PHN and its service provider
• contract management between a PHN and its staff
• professional conduct of PHN staff
• PHN staff grievances.

If your complaint is about the business operations of a PHN, please lodge your complaint with the relevant PHN directly. To find the right PHN to respond to your complaint, please use the PHN locator map and PHN contact details.

We don’t handle complaints concerning service providers funded by a PHN, including:

• dissatisfaction with the type or level of service provided
• professional conduct or performance of the service provider and its staff
• operational decisions made by a service provider.

If your complaint is about a PHN-funded service provider, please contact the service provider directly. If you have already lodged a complaint with the service provider and you are unsatisfied with the outcome, please lodge your complaint with the relevant PHN directly. 

You can find more information in our complaints policy.

How to make a complaint

If you wish to make a complaint you can contact us by:

• email
• mail.

You can lodge a complaint yourself or on behalf of another person, as their delegate or advocate.

When making your complaint, please provide:

• details of the complaint (including time, date and place if relevant)
• any available evidence to support the complaint
• details of any attempts you have made to resolve the matter
• any urgent wellbeing, health or safety implications for those involved or the public more widely.

Your complaint is covered by the PHN Program privacy notice and can be withdrawn at any time during the process.

An overview of the complaints process is included in Section 2.3 of the complaints policy.

Our commitment

In managing your complaint, we are committed to:

• ensuring all members of the community have equitable access to make a complaint
• investigating concerns in a fair and objective manner
• responding to complaints in a timely manner and keeping you informed throughout the process
• respecting your privacy and managing your complaint in line with the Privacy Act 1988 and our privacy policy
• resolving complaints fairly and communicating decisions and reasons within legal limits
• telling you how to ask for a decision to be reviewed if you are not satisfied with the outcome
• ensuring the wellbeing of departmental staff who handle complaints.

If you’re not happy with the outcome

You can ask for a review if you disagree with the outcome of a complaint or believe that the complaint procedure may have been unfair. It is important you identify the original complaint and state the reason for the review. 

Submit your request for a review by email or mail within 3 months of being notified of the outcome. If you’re still not happy with the outcome of a complaint you can contact the Commonwealth Ombudsman through its website.