Seeking Advice on Complaints About Health Services in VIC from a NSW Company

Hi everyone,

I recently paid a significant amount to a company based in NSW for telehealth services in VIC. I’m looking to file a complaint because they have breached our agreement by failing to deliver the promised services, and yet they continue to bill me. Is this something I should address under fair trading laws, and which state should I contact—NSW or VIC?

Additionally, I’m also interested in reporting some instances of medical mismanagement or malpractice. Is there an ombudsman for healthcare issues? Which state should I lodge my complaint with, and which regulatory body has the most influence?

Thanks in advance for any advice!

TL;DR: I’m in VIC, dealing with an unresponsive company in NSW. Who should I contact to report my issues?

audadmin
Author: audadmin

One thought on “Who to complain to about health services delivered in VIC by a company in NSW”

  1. Hi there!

    Sorry to hear about your frustrating experience. You’ve got a couple of issues here, so let’s break it down.

    1. Complaints about the billing and service agreement: Since you paid a company in New South Wales but received services in Victoria, you can approach the NSW Fair Trading as the company is based there. However, you might also contact Consumer Affairs Victoria (CAV) because the services were rendered to you in Victoria. They can provide guidance on your rights and the best steps to take, especially regarding any misleading conduct or violation of your agreement.

    2. Medical mismanagement/malpractice: For issues related to medical mismanagement, you can lodge a complaint with the Australian Health Practitioner Regulation Agency (AHPRA). They handle issues related to registered health practitioners across Australia, regardless of state. Since you’re in Victoria and the healthcare was received there, you could also reach out to the Victorian Health Services Commissioner who can investigate complaints about health services in Victoria.

    Both of these organizations have procedures in place for handling complaints, and AHPRA has significant authority in these matters. Make sure to gather any documentation or evidence related to your complaints to support your case.

    Best of luck, and I hope you get the resolution you deserve!

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