Feedback

You can tell us about your experience with a Healthdirect service, website, online tool or any information we gave you.

This could be about something that worked well, did not meet your needs, concerned you or could be improved.

Anyone can give feedback.

This includes:

• people who use our services
• family members
• carers
• support people
• health professionals
• service providers
• other organisations

If you give feedback or make a complaint for someone else, we may need to confirm we have the right consent before discussing their personal information with you.

Yes, you can give feedback without giving us your contact details or name.

However, this means we cannot contact you for more information or update you on the outcome, and it may limit our investigation.

Read our consumer engagement collection notice (feedback and surveys) to learn how Healthdirect Australia collects, uses and protects the personal information you give us.

Helpful details to include in your feedback are:

• the service or online tool you used
• the date and approximate time of your interaction
• what happened during your interaction
• anything else you need us to know
• if you would like us to contact you

Please include any supporting documents regarding your feedback.

If you agreed for us to contact you, we will:

• acknowledge your feedback within 2 business days
• review your feedback
• have any relevant team investigate, if needed
• give you the outcome of any investigation within 30 business days

We share compliments with the relevant teams.

We use compliments to help improve our services and the customer experience.

Ask someone you trust to help you give feedback, such as a family member, carer, support person or health professional.

If you need further assistance to give feedback, email us at feedback@healthdirect.org.au. We can help you find a suitable way to share your feedback.

If the outcome does not meet your expectations, contact your state or territory’s  Healthcare Complaints Commission.