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Feedback

Can I provide feedback?

Anyone can provide feedback.

We welcome all feedback on your experience with Australian Clinical Laboratories, it is used to acknowledge the efforts of our hardworking laboratory staff and to improve our processes our services.

 

How do I provide feedback?

Select 'Feedback' from the dropdown menu on our Contact Us page.

Please use our online feedback form to provide your compliments and suggestions.

Australian Clinical Labs takes any Feedback very seriously. We have a comprehensive investigation process that enables us to ensure that we resolve your concern in a timely manner.

 

What is the Australian Clinical Labs feedback process?

What happens when I submit feedback?

When we receive your feedback, a member of our Team will:

  1. Acknowledge we have received your feedback
  2. Enter your feedback into our investigation system
  3. Forward the feedback to the most appropriate senior staff members to review, follow up and/or investigate.

 

What information do I include in my feedback?

To help us investigate your feedback efficiently, please provide the following information to help us resolve your feedback.

  • First and Last name
  • Date of birth
  • Contact details - email and best contactable phone number
  • Clear and factual details about what went wrong, who was involved and when and where it happened. Dot points help to convey your information concisely. Please also state if you do not wish to be contacted.

 

How will we respond?

We aim to acknowledge your feedback within 5 business days.  If you have not received acknowledgement of your feedback or your matter is urgent, please contact the General Enquiries on 1300 134 111.

 

When will I receive a response?

  • Our timeframe for a response can vary based on the complexity of the issues you have raised and the level of investigation required. In some cases, we need to communicate and interview multiple staff members and gather information to better understand events.
  • We will endeavour to resolve feedback within 20 business days (4 weeks).
  • We encourage you to contact the General Enquiries team should you wish for any further updates on the progress of your feedback.

Should we need further information from you, we will contact you by phone call or email.

Any information collected during our review of your feedback will remain confidential. When you return to obtain a service from Australian Clinical Labs, the staff will not be able to see that you have made a Feedback about our service previously.

 

What will be the outcome of my feedback?

A member of our team will provide a formal response and outcome to your feedback or feedback when the matter has been investigated and resolved.

 

What if I am not satisfied with the outcome of my feedback?

If you feel that your feedback has not been dealt with to your satisfaction, you may find it helpful to contact your local State Health Commission.

The Health Commissions organisations are:

  • The independent office responsible for protecting your health rights
  • Free and impartial
  • Able to confidentially receive feedback about health service providers.

 More information about your State Health Commission is available on the links below:

 

Australian Capital Territory

Go to the Health Services Commissioner within the ACT Human Rights Commission website and/or read our joint brochure.

New South Wales

Go to the Health Care Complaints Commission website.
The Information and Privacy Commission of NSW fact sheet about health information access may be helpful if you are seeking further information about accessing your health records.

Northern Territory

Go to the Health And Community Services Complaints Commission (HCSCC) website and/or read our joint brochure.

Queensland

Go to the Office of the Health Ombudsman (OHO) website.

South Australia

Go to the Health And Community Services Complaints Commissioner (HCSCC) website and/or read our joint brochure.

Tasmania

Go to the Health Complaints Commissioner website and/or read our joint brochure.

Victoria

Go to the Health Complaints Commissioner website, or to the Mental Health Complaints Commissioner website and/or read our joint brochure.

Western Australia

Go to the Health and Disability Services Complaints Office (HaDSCO) website and/or read our joint brochure