Complaints Handling Policy Template for Australian General Practices

What's in this template?

This complaints handling policy is designed for Australian general practices preparing for RACGP accreditation under the Standards for General Practices (5th Edition). It maps directly to Criterion QI1.2, Patient feedback.

The template covers 18 sections:

1. Purpose: commitment to transparent, fair, and timely complaint management
2. Scope: all complaints from patients, carers, visitors, and external organisations; all aspects of service
3. Guiding Principles: accessibility, fairness, confidentiality, timeliness, no disadvantage, accountability, continuous improvement
4. How to Make a Complaint: multiple channels (verbal, written, email, phone, anonymous suggestion box), waiting area signage
5. Roles and Responsibilities: Complaints Officer, Practice Principal, all staff
6. Receiving and Recording Complaints: active listening, immediate resolution where possible, complaints register
7. Acknowledgement: 5 business day acknowledgement timeframe, what the acknowledgement includes
8. Investigation and Assessment: record review, staff interviews, evidence gathering, assessment criteria, 30-day resolution target
9. Resolution and Response: communication of findings, resolution options (explanation, apology, procedure change, training, fee adjustment)
10. External Escalation: state/territory health complaints bodies (all 8 jurisdictions listed), AHPRA, OAIC
11. Serious Complaints and Mandatory Notifications: AHPRA notification, criminal conduct, NDB scheme, child protection
12. Complaints Register and Data Management: what to record, secure storage, de-identification for reporting
13. Reporting and Quality Improvement: quarterly review at practice meetings, trend analysis, systemic improvements, annual system review
14. Positive Feedback and Compliments: recording and sharing positive feedback
15. Staff Support: keeping staff informed, fair process, EAP access, medical defence organisations
16. Training: induction training, annual refresher, de-identified case studies
17. Related Policies: cross-references to Clinical Risk, Privacy, Training, WHS
18. Review History: version control and approval

Editable placeholder fields

• {{ }}Practice name{{practice_name}}, {{ }}ABN{{abn}}, {{ }}Practice address{{practice_address}}, {{ }}Phone{{phone}}, {{ }}Email{{email}}
• {{ }}Complaints officer name{{complaints_officer_name}} and {{ }}Complaints officer email{{complaints_officer_email}}
• {{ }}Practice principal name{{practice_principal_name}}, {{ }}Review date{{review_date}}, {{ }}Next review date{{next_review_date}}

RACGP accreditation requirement

Criterion QI1.2 requires that the practice has a system for receiving and responding to patient feedback, including complaints. Surveyors will typically check:

• A documented complaints handling policy is in place
• Patients are informed about how to provide feedback (signage, forms)
• A complaints register is maintained with records of complaints, investigations, and outcomes
• Complaint data is used for quality improvement
• Staff can describe the complaints process

How to customise this template

1. Download and fill in all {{ }}Placeholder{{placeholder}} fields
2. Keep only the relevant state/territory complaints body in Section 10. Delete the others or keep as a reference
3. Set up your complaints register: spreadsheet, database, or practice management system
4. Create or update your feedback form: make it available at reception and on your website
5. Display signage in the waiting area about how patients can provide feedback
6. Brief all staff on the process, particularly reception staff who are most likely to receive complaints first

Frequently asked questions

Does an apology mean we're admitting fault?

No. All Australian states and territories have apology legislation that protects expressions of regret from being used as admissions of liability. An empathetic apology for the patient's experience is good practice and can help resolve complaints without escalation.

Do we need to report every complaint to an external body?

No. Most complaints are resolved internally. External escalation only occurs if the complainant chooses to contact an external body, or if the complaint triggers mandatory notification obligations (e.g. to AHPRA for practitioner conduct concerns).

How should we handle anonymous complaints?

Anonymous complaints should still be investigated where possible. Record them in the complaints register and address any systemic issues identified, even if you cannot respond directly to the complainant.

Can I use this for AGPAL or QPA accreditation?

Yes. Both AGPAL and QPA assess against RACGP Criterion QI1.2 and expect documented complaints processes, a complaints register, and evidence of quality improvement driven by patient feedback.