Complaints, Compliments and Feedback
We welcome your feedback, whether it’s thoughts, concerns, or issues, as it helps us enhance our service. Please feel free to share your input anonymously if you prefer not to fill in the Name field.
COMPLAINTS AND FEEDBACK
At Hearing Professionals our vision is to provide excellence in hearing health care to enhance the life of our clients.
We are committed to continuous improvement in the services that we provide. Your feedback is important – if our service can be improved, please let us know.
What to do if you have a complaint.
We understand that occasionally issues may arise and you may have a complaint. We take complaints seriously and have a process through which we seek to resolve them.
The complaints process is outlined below.
1. Talk to us first. The first thing you should do is talk to one of our Customer Service Officers (CSO) in person or on the phone (Ph 1300 768 108). They will try to understand the issue and determine the best course of action. The CSO might make an appointment with the Audiologist so that Audiologist can assist in resolving the complaint if it relates to a clinical issue
2. Contact the Business Manager. If the CSO cannot resolve your complaint, you may request the matter be referred to our Business Manager. In this instance, please complete the form below or alternatively, mark as ‘Private and confidential’ and post to The Business Manager, Hearing Professionals, Suite 3/77 Asling St, Brighton, Vic 3186.
Your complaint will be attended to within 10 working days. The Business Manager may seek further details to gain an understanding of your concern.
3. Other Options. In the unlikely event that the issue remains outstanding, other options include contacting;
a. Clients under the Commonwealth Hearing Services Program (HSP) can contact HSP at https://www.health.gov.au/our-work/hearing-services-program or by phone on 1800 500 726.
b. Relevant Professional Bodies
i. Audiology Australia https://audiology.asn.au
ii. Australia College of Audiology https://www.acaud.com.au/
c. The Health Complaints Commissioner (Vic) https://hcc.vic.gov.au/