When something feels wrong.

Zendra Health Pty Ltd takes every concern seriously. Whether it relates to a consultation, our practitioners, the way we have communicated, or how we have handled your information, you are welcome to raise it with us at any time. The quickest way to reach us is by email at [email protected].

You do not need to use formal language or know exactly who to speak to. Reach out in whatever way feels comfortable and we will guide you from there.

Raising a concern will never affect the quality of care available to you. You can complain freely and your care will continue as normal. We will treat you with the same courtesy and respect as always.

• [email protected]
• 1300 ZENDRA
• Level 2, 525 Collins Street, Melbourne VIC 3000
• Monday to Friday, 10am to 6pm AEST

You can share as much or as little as you like. These details simply help us understand the situation and respond well.

• Who you are

  Your full name and the best way to reach you, so we can respond directly and keep you informed.

• What happened

  A clear description of your concern, including relevant dates and the part of our service it relates to.

• What you would like

  The outcome you are hoping for, whether that is an explanation, a change to how we work, or something else.

Our process is calm and considered. We will keep you informed at each stage and explain anything that is unclear. Timeframes are a guide; some matters need more care than others.

• Raise it with us

  Contact us by email or phone. You can raise a concern informally first, or ask us to treat it as a formal complaint from the outset.

• We acknowledge

  We aim to acknowledge written complaints within two business days, and to confirm who will be looking into the matter for you.

• We look into it

  We review the circumstances carefully and fairly, speaking with the people involved where appropriate. Most matters are resolved within twenty business days.

• We respond

  We explain our findings and any steps we will take. If you are not satisfied, we will set out the options available to you, including external review.

We hope to resolve every concern directly. If you would prefer an independent review, or you are not satisfied with our response, the following bodies can help. You are free to contact them at any time.

• Australian Health Practitioner Regulation Agency (Ahpra)

  For concerns about the conduct, performance, or health of a registered practitioner. Ahpra works with the National Boards to manage notifications.

  ahpra.gov.au →

• Health Complaints Commissioner Victoria

  An independent Victorian body that handles complaints about health services and the handling of health information. You can contact the Commissioner if you would prefer an independent review. If you live in another state or territory, contact your own health complaints commissioner or ombudsman.

  hcc.vic.gov.au →

• Office of the Australian Information Commissioner (OAIC)

  For privacy complaints about how your personal or health information has been handled, once you have given us a reasonable chance to respond.

  oaic.gov.au →

This complaints process is not for medical emergencies. If you or someone else is in immediate danger, or you need urgent medical help, please call 000 now.

If you are struggling and need to talk to someone, Lifeline offers free, confidential crisis support 24 hours a day. Call Lifeline on 13 11 14. These services are available to everyone in Australia at any time.

If your complaint is about how we have handled your personal or health information, please tell us so we can treat it under our privacy obligations. We follow the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). We also follow applicable state and territory health privacy legislation, including the Health Records Act 2001 (Vic) and the Health Privacy Principles where they apply.

You can read more about how we collect, use, and protect your information in our privacy policy. If you are not satisfied with how we respond, you can ask the health complaints commissioner in your state or territory, or the Office of the Australian Information Commissioner, to review the matter.