Complaints and feedback
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Complaints and feedback
Your experience matters to us.
Mahila Women's Clinic welcomes feedback about your care, communication and experience with the clinic. A compliment helps us recognise what is working well. A concern or complaint helps us understand where something needs attention.
Raising a concern will not affect your access to care or the way you are treated.
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How to contact us
You can provide feedback or make a complaint by:
- speaking with a member of the Mahila team
- calling (03) 7071 3779
- emailing info@mahilawomensclinic.com
- writing to Mahila Women's Clinic, Suite 2, 796 Burke Road, Camberwell VIC 3124
Please include enough information for us to understand what happened and how you would like us to respond. You may ask someone you trust to help you make a complaint or communicate with us on your behalf. We may need your consent before discussing your care with another person.
Please do not use a general feedback channel for urgent medical concerns or emergencies. Call Triple Zero on 000 if an illness or injury is critical or life-threatening.
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What happens next
We will handle your feedback respectfully and as privately as possible.
We aim to acknowledge a complaint within five business days. We may contact you for further information, review relevant records and speak with the people involved. We will then explain the outcome, any action taken and any further options available to you.
Some matters may take longer to investigate. If that happens, we will keep you informed about progress where appropriate.
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Privacy
Information provided as part of a complaint will be handled in accordance with Mahila's Privacy Policy and applicable legal and professional obligations.
Information may need to be shared with relevant team members, practitioners, insurers, advisers or authorities where reasonably necessary to review or respond to the matter, or where required by law.
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If we cannot resolve your concern
We encourage you to raise the matter with Mahila first so the clinic has an opportunity to respond.
If you are not satisfied with the response, or you prefer to contact an independent body, you may contact the Health Complaints Commissioner in Victoria.
Health Complaints Commissioner Website: hcc.vic.gov.au Phone: 1300 582 113
Depending on the nature of the concern, another professional or regulatory body may also be able to assist.
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Feedback about the website
If your feedback relates to website content or accessibility, please identify the page and describe the issue. This helps us investigate and correct it promptly.