Your complaint information is used to investigate and hopefully resolve your matter and that may involve sharing the information with other relevant areas within AV.
Statistical information regarding complaints is also used to improve AV services, better understand community needs and respond more positively to complaints or suggestions. Statistical information is de-identified for the purposes of analysis and reporting.
The use of this information for these purposes is carefully controlled to ensure that it is done in accordance with the Information Privacy Act and Health Records Act.
If you are not satisfied with the response
If, after receiving a response to your complaint from AV, you are not satisfied with the response, please contact the Manager Professional Standards either in writing or on 03 9840 3635 to discuss details of your unresolved issues.
If you are not satisfied with AV’s resolution
If at the end of AV’s complaint process you are not satisfied with the result you are able to lodge your complaint with the Health Services Commissioner or the Victorian Ombudsman.
The Health Services Commissioner receives and resolves complaints about health service providers with a view to improving the quality of health services for everybody. The Ombudsman's jurisdiction extends across all arms of the State Government and its statutory authorities. You may contact them as follows: