In this guide
Key takeaway: Most complaints about doctors, nurses and other registered health practitioners are handled through Ahpra's National Registration and Accreditation Scheme, alongside state-based health complaints bodies such as the NSW Health Care Complaints Commission. Many of these bodies use conciliation — which operates on the same principles as mediation — as their primary resolution tool. Where a dispute sits outside that statutory framework, such as a workplace conflict within a medical practice, private mediation offers the same confidentiality, speed and tailored outcomes.
Where health complaints fit in Australia's system
Complaints about doctors, nurses, dentists, and other registered health practitioners are handled through the National Registration and Accreditation Scheme, overseen nationally by the Australian Health Practitioner Regulation Agency (Ahpra) together with the National Boards for each profession. Ahpra receives notifications online or by phone and conducts a preliminary assessment to decide whether it will manage a matter or refer it elsewhere.
Most states and territories also operate their own independent health complaints body that handles complaints about both registered and unregistered practitioners, as well as hospitals and health services. These include the NSW Health Care Complaints Commission (HCCC), the Queensland Office of the Health Ombudsman, and the Victorian Health Complaints Commissioner. Oversight of how Ahpra and these bodies work together sits with the National Health Practitioner Ombudsman.
Not sure which body handles your complaint? A free consultation can help you understand the right pathway.
Book a free consultation →Conciliation: mediation within the health complaints system
Many health complaints bodies use conciliation as their primary resolution tool, and it operates on the same principles as mediation. An independent, trained conciliator facilitates a confidential meeting between the complainant and the practitioner or health service, helping both sides understand each other's perspective, clarify what happened, and agree on an outcome. Conciliation is voluntary, does not involve a finding of fault, and cannot be used as evidence if the matter later proceeds through a different pathway.
Outcomes from conciliation vary widely. They can include an apology, an explanation of what went wrong and what has changed as a result, a review of the practitioner's processes, or, in some cases, a financial resolution. For many patients and families, being heard directly by the practitioner or service involved is itself a meaningful part of resolution — something a formal investigation or tribunal hearing rarely offers.
When a separate mediation process can help
Conciliation through a health complaints body focuses on the regulatory and clinical governance side of a complaint. It does not always resolve every issue arising from a health dispute — for example, disagreement between colleagues at the same practice about how an incident was handled, a falling-out between a family and a care provider over ongoing treatment arrangements, or a dispute between a practice and a departing practitioner. These practical and relationship-based issues are often better suited to a private, independent mediation process outside the statutory complaints framework.
Accredited mediators assist with exactly these kinds of disputes, including workplace conflict within medical and allied health practices. You can read more about how this works on our workplace mediation page.
Dealing with a dispute connected to a health complaint? Speak with an experienced mediator, confidentially.
Book a free consultation →Benefits of resolving health-related disputes through mediation
| Conciliation / mediation | Formal hearing / litigation | |
|---|---|---|
| Confidentiality | Private, not admissible elsewhere | Can form part of the public record |
| Speed | Often weeks | Months to years |
| Cost | Substantially lower | Significant legal costs |
| Relationships | Can be preserved — important where care continues | Frequently adversarial |
| Outcomes | Apology, changed procedures, negotiated resolution | Limited to what a court or tribunal can order |
When mediation may not be appropriate
Mediation and conciliation are not suitable for every health dispute. Where a complaint raises a serious risk to patient safety, involves potential criminal conduct, or where a party alleges they were coerced or unsafe engaging directly with the other party, the matter should be directed to the relevant regulator or reported to police rather than resolved informally. Time limits also apply to some legal claims arising from medical treatment, so anyone considering a negligence claim should seek independent legal advice promptly to understand their options and any applicable limitation period.
Getting started
If you are dealing with a dispute connected to a health complaint — whether between colleagues, a family and a care provider, or a practice and a practitioner — an experienced mediator can help you work through the issues constructively. Learn more about how much mediation costs or explore online mediation options if an in-person session isn't practical.
Australia's health complaints system already leans heavily on conciliation and negotiated resolution, reflecting a broader truth: most health-related disputes are resolved faster, more privately, and more constructively outside a courtroom. Where a dispute sits outside the scope of Ahpra or a state health complaints body, private mediation offers the same benefits — confidentiality, speed, and outcomes tailored to what actually matters to the people involved.
This article is for general information purposes only and does not constitute legal advice. For personalised guidance regarding your specific situation, please consult a qualified legal professional or accredited mediator.