Complaints Policy

Complaints Policy

Purpose

We understand that healthcare is a personal and sensitive matter. Every patient has the right to voice their concerns and be heard. Our Complaints Policy has been designed to ensure that any concerns are handled fairly, respectfully, and efficiently. We commit to taking every complaint seriously, treating all parties involved with dignity and respect.

Lodging a complaint

You are encouraged to discuss any surgical concerns with your surgeon. If your complaint is not related to surgery, please direct it to the practice manager. Most issues can be resolved quickly and effectively through direct communication.

If the matter remains unresolved or requires a formal investigation, you may submit a written complaint to the Practice. Please include your name, contact details, and a clear description of the issue.

Attn: Practice Manager
FNQ Plastic Surgery Specialist Plastic Surgeon
Suite 4-6, 119 Sheridan Street, Cairns City, Qld, 4870

OR

info@fnqplasticsurgery.com.au

Escalation
If you are not satisfied with the response of your surgeon or practice, you may escalate your complaint to the State or Territory Health Care Complaints Commission and/or Australian Health Practitioner Regulation Agency (AHPRA).
State Commission/Authority Phone
Queensland Office of the Health Ombudsmen 13 36 46
ALL STATES Australian Health Practitioner Regulation Agency (AHPRA) 1300 419 495
Confidentiality

All complaints will be treated with confidentiality and in accordance with the Australian Privacy Principles. Personal information will only be used for the purpose of investigating and resolving the complaint.

Version Control
Document developed 1 July 2023 V1.1
Clinic details updated 20 May 2024 V1.2

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