Capital Health Network (CHN) is committed to being accountable to all our stakeholders and service users. We treat all feedback about employees and/or our performance as an opportunity to learn and improve our processes.

A complaint is defined as an expression of dissatisfaction made to or about an organisation, related to its services or staff where a response or resolution is explicitly or implicitly expected or legally required.

People may have a complaint about:

  • the actions of CHN (ACT PHN)
  • the actions, behaviour or failure to act by its staff
  • the actions or behaviour of a service funded by CHN.

If you have a complaint about any of the above, you are encouraged to register your complaint via the Making a Complaint Form, found under the "Related Documents" section below.

The CHN Complaints Policy requires that any person who makes a complaint to CHN will be treated with courtesy and respect. They will be dealt with in a fair and unbiased manner and will not be subject to victimisation or repercussions as a result of lodging a complaint including being stopped from using any service funded by CHN.

If you make a complaint and depending on the circumstances, the following may occur. We may:

  • acknowledge a mistake has been made and an apology may be offered immediately.
  • launch an investigation into the event/issue and if it is determined that that the complaint is substantiated then we may:
  • admit the mistake occurred and offer a sincere and meaningful apology.
  • reconsider a decision.
  • amend or retract documentation/files.
  • change policies or practices to prevent recurrence.
  • take action to modify the behaviour of the staff member who was the subject of the complaint.
  • undertake a review to identify lessons learned and changes to practices or processes that can prevent the occurrence in the future.

CHN’s Complaints Policy is found under the "Related Documents" section below.