Customer complaint data for the Department of Health
The Department of Health is committed to listening and responding to customer complaints. They are a valuable opportunity for us to identify where we could be doing things better. We are dedicated to working collaboratively to deliver quality services that are safe and responsive.
Complaint data 2020–21
In the 2020-21 financial year, the department received 4477 customer complaints. Of those:
- 2471 resulted in follow-up or further action.
- 2006 required no further action*.
* Further action refers to complaints that were accepted and resulted in remedial or improvement action. No further action refers to complaints that were accepted and resolved immediately at the point of service.
These figures are for the department only and do not include complaints received by Hospital and Health Services (HHS). Individual HHSs capture and manage complaints within their own systems and you should contact the relevant HHS directly to access their data.
Note: Due to the impact of COVID-19 response and large volume of communications with customers, the complaint data for the financial year may not include all COVID-19 related customer complaints received and managed by the department.
The department recorded 132 human rights customer complaints which have not been included in the customer complaint data above. Human rights complaints information is reported in the Annual Report as required by the Human Rights Act 2019.
- A customer complaint is defined as ‘a complaint about the service or action of a Department, or its staff, by a person who is apparently directly affected by the service or action’.
- Find out how to make a complaint about the Department of Health
- Find out how to make a privacy complaint
- Customer Complaint Management Policy for the Department of Health
- Customer Complaint Management Standard for the Department of Health
- Customer Complaint Management Guideline for the Department of Health