Phoenix HealthPhoenix Health

Complaint Handling Process

Last updated: 6 February 2026

1. Our Commitment

Phoenix Health Co is committed to handling all complaints fairly, promptly, and confidentially. We take every complaint seriously and view them as an opportunity to improve our services. This process applies to complaints about our health services, the handling of your personal or health information, or any other aspect of your experience with Phoenix Health.

2. How to Make a Complaint

You may lodge a complaint with us by:

  • Email: complaints@phoenixhealthco.com.au
  • Phone: 1300 PHOENIX (1300 743 649)
  • Post: Complaints Officer, Phoenix Health Co, Sydney NSW 2000
  • In person: Speak with any Phoenix Health staff member who will escalate your complaint to the appropriate person.

When lodging a complaint, please provide as much detail as possible, including your name and contact details, a description of the issue, when it occurred, and your desired outcome.

3. Our Process

  • Acknowledgment: We will acknowledge receipt of your complaint within 5 business days.
  • Investigation: We will investigate your complaint thoroughly and fairly. We may contact you for additional information during this process.
  • Response: We aim to provide a written response within 30 days of receiving your complaint. If we need more time, we will inform you of the reason for the delay and provide an estimated timeline.
  • Resolution: Our response will outline our findings and any action we have taken or propose to take. If you are not satisfied with the outcome, we will inform you of your options for external review.

4. Privacy Complaints

If your complaint relates to how we have handled your personal or health information, you have additional rights under the Privacy Act 1988 (Cth) and the Health Records and Information Privacy Act 2002 (NSW).

If you are not satisfied with our response to a privacy complaint, you may escalate your complaint to:

Office of the Australian Information Commissioner (OAIC)

For complaints about breaches of the Australian Privacy Principles under the Privacy Act 1988 (Cth).

NSW Information and Privacy Commission (IPC)

For complaints about breaches of the NSW Health Privacy Principles under the Health Records and Information Privacy Act 2002 (NSW), or complaints about health information handling in NSW.

5. Health Service Complaints

If your complaint relates to the quality or safety of health services provided by Phoenix Health, and you are not satisfied with our internal resolution, you may contact the NSW Health Care Complaints Commission (HCCC) or the NSW IPC (details above). They can assist with complaints about:

  • The quality or safety of a health service
  • Access to health records
  • Fees and billing for health services
  • Communication and information provided by health service providers
  • Privacy of health information

6. Consumer Complaints

If your complaint relates to consumer rights under the Australian Consumer Law (ACL), including consumer guarantees for services, you may also contact:

7. Confidentiality & No Retaliation

All complaints are handled confidentially. We will not take any adverse action against you for making a complaint in good faith. Your access to our health services will not be affected by lodging a complaint.