Complaints Policy
If something about your care hasn't sat right, we want to know. Sometimes that's a treatment that didn't go the way you expected, sometimes it's a bill, a booking, or the way someone spoke to you. All of it counts, and none of it is too small to raise.
Making a complaint does not change the care you get. You won't be treated differently for raising one, and you won't be asked to justify why you're raising it.
How to raise it with us
You can:
- Call us on (02) 8111 5633 and say you'd like to make a complaint. You don't have to explain it to whoever answers; you can ask for it to be passed on.
- Write to us through our contact page.
- Tell your physiotherapist directly, during or after an appointment, if that feels comfortable.
You're welcome to bring a family member, carer, support coordinator or advocate with you, or to have someone raise the complaint on your behalf.
What happens next
We'll look into what happened, talk to the people involved, and come back to you with what we found and what we're changing as a result. If we got something wrong, we'll say so.
If your complaint is about the physiotherapist treating you, you can ask for it to be handled by someone else; you don't have to raise it with the person it concerns.
You don't have to come to us first
The Health Care Complaints Commission is the independent New South Wales body that handles complaints about health services and health practitioners. You can contact the Commission at any point: before you come to us, while we're looking into it, or instead of coming to us at all. You don't need our permission first.
- Online complaint form: ecomplaints.hccc.nsw.gov.au
- Toll free in NSW: 1800 043 159
- Phone: (02) 9219 7444, select option 1 for complaints
- Post: PO Box K549, Haymarket NSW 1240
- Open: 9:00am to 5:00pm, Monday to Friday 1
The Commission asks that complaints come through its online form or by post; it generally doesn't accept complaints by email 1. If you need support to be heard, it offers a TTY line on (02) 9219 7555, the National Relay Service on 133 677, and interpreters through TIS National on 131 450 1.
New South Wales works differently from the rest of the country here. A concern about a registered physiotherapist in NSW goes to the Health Care Complaints Commission, which deals with it alongside the relevant NSW health professional council, rather than through Ahpra's national process 3.
If you're an NDIS participant
You have a second independent pathway. The NDIS Quality and Safeguards Commission takes complaints about registered providers on 1800 035 544 or through its online complaint form. You can report something anonymously or confidentially, and interpreters and the National Relay Service (133 677) are available 2.
As a registered NDIS provider, we're required to make you feel safe raising a concern, deal with it quickly and effectively, never threaten you for raising it, and help you take it to the Commission if that's what you want to do 2. We apply those four commitments to everyone we see, not only participants.
Our NDIS Terms of Service sets out that pathway in more detail. The Commission handles complaints about supports and services; questions about your plan or your funding go to the NDIA instead 2.
What happens to what you tell us
A complaint, and anything you share while we look into it, is handled with the same care as the rest of your information, as set out in our Privacy Policy. We'll only share it with the people who need it to resolve the matter, unless you tell us otherwise or the law requires it.
This policy is issued by Well Motion PTY LTD, trading as Well Motion Physiotherapy & Allied Health (ABN 74 679 726 222).