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- You can complain if you think the information in your My Health Record has been mishandled
- Complain to the relevant healthcare provider or party at fault first
- If you’re not happy with the response, you can complain to us
If you think that information in your My Health Record has been mishandled, contact the healthcare provider or other party you think is at fault to make a complaint. They should generally respond to your complaint in 30 days.
If they don’t respond to your complaint, or you’re not satisfied with their response, you may phone the My Health Record help line on 1800 723 471 and make a complaint.
If the healthcare provider is run by a state or territory government, such as a public hospital, you can complain to the relevant state or territory regulator. If it is not run by a state or territory government, you can lodge a complaint with us.
How we handle a My Health Record complaint
Your complaint must be in writing. We can’t take it over the phone. You can:
- email it to firstname.lastname@example.org (be aware that email isn’t encrypted, so it can be copied or tracked)
- mail it to GPO Box 5218, Sydney NSW 2001 (send it by registered mail if you’re concerned about sending it by standard post)
- fax it to (02) 9284 9666
After receiving a complaint, we work out if we’re the right organisation or agency to conduct an investigation. There may be situations where we will transfer your complaint to a state or territory privacy or health regulator.
We may not investigate a complaint immediately if a healthcare provider has advised us that they are taking action.
There may be situations where we decide not to investigate or where we will discontinue an investigation.
We’ll attempt to resolve your complaint through conciliation. If appropriate, we may:
- establish an enforceable undertaking
- make a determination
- seek an injunction
- seek a civil penalty order from a court
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