Privacy and complaints

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Code of Conduct

The national Code of Conduct sets standards for non-registered providers, who are not regulated under the national scheme by AHPRA.

The code became Victorian law on 1 February 2017. Any possible breach of this code by a non-registered provider may be grounds for a complaint to, or investigation by, the Health Complaints Commissioner.

Providers must:

• Provide safe and ethical healthcare

• Obtain consent for treatment

• Take care to protect consumers from infection

• Minimise harm and act appropriately if something goes wrong

• Report concerns about other practitioners

• Keep appropriate records and comply with privacy laws

• Be covered by insurance

• Display information about the Code of Conduct and making a complaint.

Providers must not:

Mislead consumers about their products, services or qualifications

• Put consumers at risk due to any physical or mental health problems

• Practice under the influence of drugs or alcohol

• Make false claims about curing serious illnesses such as cancer

• Exploit consumers financially

• Discourage consumers from seeking other health care or refuse to cooperate with other practitioners if they do.

If you are not satisfied with our service, please contact us. We take complaints seriously and aim to resolve them quickly and fairly.

If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial. To lodge a complaint with the HCC:

Fill out a complaint form online at https://hcc.vic.gov.au or

Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.

https://hcc.vic.gov.au/sites/default/files/code_of_conduct_a4_summary_poster.pdf