Primary Health Network Program Complaints Policy

Page last updated: 19 February 2019

Intended audience: Primary Health Networks (PHNs)

This policy describes how the Department of Health resolves complaints about a PHN or the PHN Program. Individuals, organisations and/or advocates can make a complaint following this policy.

This policy covers:

  • Lodging a complaint
  • How we handle complaints
  • Guiding principles
  • How we assess and review complaints
  • How we use complaints to drive continuous improvement

The complaint handling procedure ensures that complainant concerns are promptly and fairly managed. Effective complaint handling by PHNs and the department supports continuous improvement of the PHN Program.