Claims and complaints: what you need to know

Receiving a complaint or claim can be stressful. These resources help you to better understand the processes and how to respond. Remember, if you have a matter in progress, your claims manager or lawyer can offer ongoing support.

Animated image of two people standing in front of the scales of justice and one person sitting on a law book looking at a laptop.
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Notifying us of a claim

See our overview of the claims and complaints process to understand what will happen if you receive a claim or complaint.  Use the button to notify us about a claim or complaint.

Make a notification
Resources

Direct patient complaints

How you handle concerns or complaints from a patient can de-escalate them or even resolve them. Learn how to manage a complaint that comes directly to you or your practice to help reduce the risk of a regulatory complaint. 

Factsheet: Responding to a direct patient complainteLearning: Patient complaints - cascading consequences

Civil claims

Claims made for compensation are called civil claims. The majority of these do not end up in court but when they do, the key issue is whether the doctor's practice was negligent and if so, did any harm occur as a result. 

Factsheet: Giving evidence in courtVideo: Writing a medico-legal statement as an expert witness

Regulatory complaints

Regulatory complaints include those managed by Ahpra, HCCC in NSW and OHO in Queensland. They are not uncommon in medicine and the majority are resolved with no further action.   

Factsheet: Dealing with a regulatory complaintVideo: Receiving a complaint from AhpraPodcast: It happened to me - disciplinary matter

Coronial

Coroners investigate unexpected, unnatural or violent deaths including those related to accident, injury and certain medical or surgical procedures. A coronial process can take several years. 

Factsheet: Coronial investigation and inquestsFactsheet: How to write a coronial statement Video: Preparing a statement for the coroner

Employment

An employment issue may be about your performance, conduct, or a clinical matter. It's important to be prepared before attending a meeting with your employer.

Video: Meeting with hospital administrationFactsheet: What to do when requested to attend an employment meetingFactsheet: Suspension from practice

Avant key support services

Dealing with a medico-legal issue can be stressful. Find out how Avant and other organisations can help.

Key support services

What happens when you need our support?

If you require general medico-legal advice, members can contact our Medico-legal Advisory Service.

Medico-legal Advisory Service
External resources

Checklist for practitioners handling feedback and complaints

Has a concern been raised about you?

Video: A notification was made about me - A practitioner's experience

Understanding complaints

What happens when you make a complaint

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Telephone 02 9260 9000 | Facsimile 02 9261 2921

Mailing addressPO Box 746 Queen Victoria Building NSW 1230

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In the spirit of reconciliation, Avant acknowledges the Traditional Custodians of Country throughout Australia, and their connections to land, sea and community. As a national organisation, we pay our respects to Elders past and present, of the lands on which we gather and work, and extend that respect to all Aboriginal and Torres Strait Islander peoples.

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The information provided on this website is general advice only and has been prepared without taking into account your objectives, financial situation and needs. You should consider these, having regard to the appropriateness of the advice before deciding to purchase or continue to hold these products. For full details including the terms, conditions, and exclusions that apply, please read and consider the relevant Product Disclosure Statement or policy wording and Target Market Determination (TMD) which are available on this website or by contacting us on 1800 128 268. Information on this site does not constitute legal or professional advice, and is current as at the date of initial publication.