If you are looking to contact us regarding either your indemnity or travel policies, we are currently experiencing higher than expected enquiry volumes resulting in long wait times. You can access further information about these policies, including alternative contact options, via the member portal. We apologise for the inconvenience this may cause.

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.
Avant holding slide

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.

Factsheet: 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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NSW State Office AddressLevel 6, Darling Park 3, 201 Sussex Street, Sydney NSW 2000
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.

IMPORTANT: Professional indemnity insurance and the Practice Medical Indemnity Policy available from Avant Mutual Group Limited ABN 58 123 154 898 (Avant Mutual) are issued by Avant Insurance Limited, ABN 82 003 707 471, AFSL 238 765 (Avant). Avant Cyber Insurance cover is available to eligible Avant Practice Medical Indemnity Policy holders up to the cessation of their policy and is provided under a Group Policy between Liberty Mutual Insurance Company ABN 61 086 083 605 (Liberty) and Avant. Private health insurance products are issued by The Doctors’ Health Fund Pty Limited, ABN 68 001 417 527, a member of the Avant Mutual Group. Avant arranges Avant Business Insurance as agent of the insurer Allianz Australia Insurance Limited ABN 15 000 122 850, AFSL 234 708 (Allianz) and may receive a commission on each policy arranged. Avant Travel Cover is available under a Group Policy between QBE Insurance (Australia) Limited, ABN 78 003 191 035, AFSL 239 545 (QBE) and Avant Mutual. Avant Travel Cover is underwritten by QBE and Avant may receive a benefit for arranging cover. Avant Finance is a registered business name of Avant Doctors’ Finance Pty Ltd (ACN 637 769 361) and licensed to Avant Doctors’ Finance Brokers Pty Ltd (ABN 75 640 406 784). Avant Doctors’ Finance Brokers Pty Ltd is a wholly owned subsidiary of Avant Doctors’ Finance Pty Ltd. Loan products may be provided by Avant Doctors’ Finance Pty Ltd or arranged by Avant Doctors’ Finance Brokers Pty Ltd. Credit services or assistance to which the National Credit Code applies are provided by Avant Doctors’ Finance Brokers Pty Ltd as authorised Credit Representative (Credit Representative Number 523242) for LMG Broker Services Pty Ltd ACN 632 405 504 Australian Credit Licence 517192. Legal services are provided by Avant Law Pty Ltd ABN 63 136 429 153 (Avant Law). Liability limited by a scheme approved under Professional Standards Legislation. Legal practitioners employed by Avant Law are members of the scheme.


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.


*Terms and conditions

1. The waiver of establishment fee and discounted rate is only available for eligible business equipment loans. The discounted rate applies for 6 months only and is applied as a 0.65% discount against the applicable variable rate for that loan type. The current rates after the discount is applied are 6.59% for cars and 6.89% for equipment. If the applicable variable rate changes during the 6 months, the reduction will be applied to the new rate for the relevant remaining period. After the 6-month discount period, the variable rate will be the rate determined in accordance with the loan agreement and notified by us.

2. The offer is only available if your loan application is approved between 1 November and 31 December 2024 and settled before 31 March 2025.

3. The establishment fee waiver only applies to the establishment fee for the eligible business equipment loan. All other fees and charges (including any other applicable upfront loan fees and charges) will still be payable. Our standard loan terms and conditions will also apply.

4. This offer is not available in conjunction with any other offer.

5. This offer may be varied or withdrawn at any time. Approval of any loan is subject to standard credit assessment and is at our complete discretion.