Complaints management process
Dental Health Services Victoria (DHSV) is passionate about improving the oral health of all Victorians. As part of our commitment to provide excellent service, support and leadership, we encourage your feedback so that we can improve our service delivery.
Please read the information below on how we manage and resolve complaints at The Royal Dental Hospital of Melbourne (RDHM).
Who will manage my complaint?
Complaints are the responsibility of the department they relate to. Complaints received from patients who are dissatisfied with the service are forwarded to the relevant manager, who will work with you to resolve the issue.
How will my complaint be managed?
Complaint management and investigation will be conducted using a consistent approach. All complainants are treated fairly and openly and free from any threat, victimisation or reprisal.
It is important to note that any information pertaining to the complaint is kept confidential and not documented in the patient record.
RDHM has a responsibility to be responsive and sensitive towards the rights, needs or complaints expressed by consumers (or someone on their behalf) and that the response is managed in a timely and sympathetic manner. RDHM will endeavour to resolve all complaints within 28 days.
In addition to resolving complaints, RDHM also view complaints as opportunities to review how we can improve our service.
How do I make a complaint?
The easiest way to submit your feedback is by completing the online feedback form. You can also email or post your complaint to us.
Email: contact our Safety & Quality team at: quality@dhsv.org.au and a member of the team will respond to you as soon as possible. For general enquiries, please email info@dhsv.org.au.
By post: Send to GPO Box 1273L, Melbourne VIC 3001 or complete one of our feedback forms available at the Hospital reception.
If you require assistance to complete the feedback form, please contact (03) 9341 1000.
What happens if I am unhappy about how my complaint was resolved?
If you are not satisfied with our service, please contact us. We take complaints seriously and aim to resolve them quickly and fairly.
If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial.
To lodge a complaint with the HCC:
- fill out a complaint online at www.hcc.vic.gov.au
- or call 1300 582 113 (between 9am - 5pm, Monday to Friday) to discuss your complaint.
