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The Board recommends that as a first step in any complaints process that complainants contact the physiotherapist or service provider concerned and endeavour to resolve the issue directly with them.
If the complainant is unable to obtain a satisfactory outcome or are unable to contact the physiotherapist or service provider we suggest the next step should be to contact the Health & Community Services Complaints Commissioner (HCSCC) - see below for further details.
However complaints about unregistered persons should be made directly to the Board. (see below for further details)
ROLE OF THE Health & Community Services Complaints Commissioner - (HCSCC)
Health & Community Services Complaints Commissioner (HCSCC) Leena Sudano.
South Australians can contact HCSCC when efforts to resolve a complaint directly would be unreasonable, or have been unsuccessful
HCSCC covers health and community services in the public, private and community sectors.
HCSCC encourages people – service users and service providers to resolve complaints directly, but there will be times when a HCSCC Complaint Resolution Officer may be able to assist, for example, HCSCC may be able to assist when there has been a major breakdown in communication. Other aspects of HCSCC's role include looking for system-wide changes to make services safer and better, as well as reporting about complaint trends and issues. The HCSCC functions and powers are detailed in the Health and Community Services Complaints Act 2004 (the H&CSC Act).
Contact details:
Email HCSCC directly from website www.hcscc.sa.gov.au. You can also access, complete and lodge your complaint form online. Or you can download a form, fill it in and send to PO Box 199, Rundle Mall, Adelaide SA 5000 - Fax 08 8226 8620
To contact HCSCC reception, phone 088226 8652, but please note that this number does not handle any aspect of dealing with a complaint.
HCSCC enquiry service operates
Monday-Thursday 10am – 4pm
Phone: 08 8226 8666
Toll free in regional SA 1800 232 007
Fax: 08 8226 8620
The HCSCC may after consideration of the subject matter of your complaint refer the complaint to the Physiotherapy Board of South Australia where the Board is the appropriate body to handle the complaint.
The Physiotherapy Board of South Australia
Complaints about physiotherapists, physiotherapy students and physiotherapy service providers may also be submitted in writing to the Physiotherapy Board of South Australia.
The following information is to be provided:-
- complainants name and contact details
- the name of the physiotherapist (including business name if known)
- the date of the treatment or incident and where it happened
- the particular allegations and/or details of the complaint
- the names and addresses of witnesses, if any
- copies of any relevant documents
- if you are making a complaint on behalf of another person, please provide particulars of that person and in what capacity you are representing them (eg. parent, guardian, legal advisor etc.)
Unregistered persons:
To lodge a complaint about an unregistered person practising physiotherapy or using the title physiotherapist. Please submit written details to the Board, including copies of any relevant documents.
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