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Your Voice Matters

At Peak Physio, we believe good healthcare starts with listening. We want every person who accesses our services to feel respected, heard and supported. Your feedback, whether it is positive, negative or a suggestion for how we could do things better, helps us improve the experience we provide to you.

If something hasn’t gone the way you expected, or you have a concern about the service you have received, we would like to hear about it.

Making a complaint or providing feedback will not affect the services or support you receive from Peak Physio. You have the right to raise a concern and to be treated respectfully throughout the process.

If you need help to read this, or would like it in another format or language, or an interpreter, let us know and we will arrange it.

How can you provide feedback or make a complaint?

You choose which option is most comfortable for you.

  • Complete our online form using the form on this page. You can share as much or as little detail as you feel comfortable with.
  • Email us at [email protected]
  • Call us by contacting any of our clinics by phone and speaking with a member of our team, or ask to speak with one of our management team.
  • Talk to us in person by speaking directly with your physiotherapist or asking for a member of our management team.

You can also ask someone you trust, such as a family member, support person, carer or advocate, to help you provide feedback or make a complaint.

You don’t have to know exactly what to say

If you are unsure whether something is a complaint, or who to speak to, that’s okay. Contact us through one of the methods above, tell us what has happened, and we will work through it with you.

Leaving your details lets us follow up and let you know the outcome.

Your information is handled respectfully and in line with our privacy obligations, and is used only to consider your feedback.

What can I make a complaint about?

You can raise a concern about any part of your experience with Peak Physio, including:

  • a service
  • a staff member
  • anything you feel was not handled appropriately or that did not meet your expectations.

You can also tell us about something that worked particularly well, or suggest something we could do differently.

What happens when you make a complaint?

We take every complaint seriously. When you contact us, we will listen to your concerns and work with you to understand what has happened. Where appropriate, we will discuss the matter with the people involved and consider what can be done to resolve it. We aim to:

  • Listen and give you an opportunity to explain what happened and what is important to you.
  • Understand your concerns fairly and gather the information needed to understand the situation.
  • Respond by keeping you informed and providing you with an appropriate response.
  • Improve by using feedback and complaints to improve our services, systems and the experience we provide to others.

Where possible, we will work with you to find a resolution that is fair and appropriate.

Your rights

You have the right to:

  • provide feedback or make a complaint without being treated unfairly
  • have your concerns taken seriously
  • be treated with dignity and respect
  • have someone support you to make a complaint
  • choose how you provide your feedback or complaint
  • have your information handled respectfully and in line with our privacy obligations
  • be kept informed about the progress of your complaint where appropriate
  • access an independent advocate or external complaints body if you choose.

You will not be disadvantaged or have your services affected because you have raised a concern or made a complaint.

Would you prefer to remain anonymous?

You can choose to provide feedback anonymously. Providing your contact details lets us follow up, ask questions and let you know the outcome of your complaint. If you would prefer not to give your name or contact details, or not to be contacted about your feedback, you can still submit through any of the methods above and let us know your choice. Please be aware that remaining anonymous may limit our ability to investigate the matter fully or provide you with an outcome.

Not ready to make a complaint?

That’s okay. You can talk to us about your concerns without making a formal complaint. Sometimes an issue can be resolved by having a conversation with your physiotherapist or a member of our management team.

External Complaints

You also have the right to make a complaint directly to the relevant governing body. Where possible, we encourage you to reach out to us first so we can listen to your concerns, work through the issue with you and do our best to resolve it. However, if you are not satisfied with the outcome, or you would prefer not to raise your concern directly with us, you can contact the relevant external body. We can also help you understand your options and make an external complaint if you would like our assistance.

NDIS Quality and Safeguards Commission

For concerns relating to NDIS supports and services.
Phone 1800 035 544 (free call from landlines), TTY 133 677, interpreters available.
Online: ndiscommission.gov.au

Aged Care Quality and Safety Commission

For concerns relating to aged care services.
Phone 1800 951 822.
Online: agedcarequality.gov.au

We are here to listen

At Peak Physio, feedback is an important part of providing safe, respectful and high-quality care. If you have something to tell us, we would like to hear it.