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We are interested in hearing your comments and suggestions. We are also happy to answer any questions you may have.

You can contact us directly or fill in an online form, so that we can find the most appropriate person to get back in touch with you.

To make a complaint, you can contact us directly or complete this online form.

To understand how complaints are managed by Gippsland PHN, please refer to the Frequently Asked Questions below.

1. What is a complaint?

A complaint is an expression of dissatisfaction about the decisions, actions, or conduct of our organisation or its staff, or Gippsland PHN commissioned services. It may relate to delays, lack of response, quality of service, or perceived unfair treatment.

2. Who can make a complaint?

Anyone who interacts with Gippsland PHN—including members of the public, service users, stakeholders, or partner organisations—can lodge a complaint.

3. How can I make a complaint?

You can submit a complaint through any of the following channels:

• • Online: via our complaint form
  • Email: info@gphn.org.au
  • Phone: 03 5175 5444
  • In person or by mail: 11 Seymour Street Traralgon VIC 3844

4. What information should I include in my complaint?

Please provide:

• • Your full name and contact details
  • A clear description of the issue
  • Relevant dates, locations, and names (if known)
  • Any supporting documents or evidence

5. What happens after I submit a complaint?

• • Acknowledgement: You’ll receive an automatically generated confirmation receipt and a copy of your feedback on submission of the complaints form.
  • Assessment: We’ll assess the complaint to determine the appropriate action.
  • Investigation: If required, an impartial investigation will be conducted.
  • Response: You’ll receive a formal response outlining the outcome and any actions taken within 28 calendar days.

Throughout this process, at any stage, Gippsland PHN may contact you for further information to assist with our response.

6. How long will it take to resolve my complaint?

We aim to resolve complaints within 28 calendar days. Complex matters may take longer, but we’ll keep you informed throughout the process.

7. Can I remain anonymous?

Yes, anonymous complaints are accepted. However, providing your contact details helps us investigate more effectively.

If contact details are not provided, we will be unable to respond regarding the outcome of the investigation and resolution process.

8. What if I’m not satisfied with the outcome?

If you’re unhappy with our response, you may:

• • Request an internal review
  • Escalate the matter to an external body such as the Commonwealth Department of Health, Disability and Ageing

9. Will my complaint affect the services I receive?

No. Lodging a complaint will not negatively impact the services or support you receive from our organisation or from our commissioned service providers.

10. How does the organisation use complaints to improve?

We regularly review complaint data to identify trends and improvement opportunities and to ensure accountability. Your feedback helps us grow and serve the Gippsland community better.

If you have a complaint about a PHN or the PHN Program, read the Department of Health, Disability and Ageing’s Primary Health Networks Program Complaints Policy, which describes the process used by the department to acknowledge, review and resolve complaints that are related to the PHN Program.

If you would like to disclose information about illegal or improper conduct such as the misappropriation of funds in Gippsland PHN or Gippsland PHN funded services, read our Whistleblowing Policy to find out more.

To view our privacy statement please click here.