Complaints & Feedback

We take concerns seriously and aim to resolve them quickly.

Last updated: 8 August 2026

If something hasn't met your expectations, we want to hear about it and put it right. You can raise a concern without any disadvantage to the care or service you receive from us.

Step 1 — Contact us

Email your concern to luke@telehealthaustralia.au. To help us resolve it quickly, please include your name and contact details, what happened and when, the name of the practitioner or service involved (if relevant), and the outcome you are seeking. Someone may raise a complaint on your behalf with your authority.

What happens next

We will acknowledge your complaint within 2 business days and aim to resolve it within 30 days. We may contact you for more information. Complaints are handled confidentially, are recorded so we can improve our service, and raising one will not affect your care.

Step 2 — External escalation

If you are not satisfied with our response, or you would prefer to raise your concern with an independent body, you can contact:

  • Office of the Health Ombudsman (Queensland) — 133 646 · oho.qld.gov.au — for complaints about a health service. If you are outside Queensland, you can also contact your State or Territory health complaints body.
  • AHPRA (Australian Health Practitioner Regulation Agency) — 1300 419 495 · ahpra.gov.au — for concerns about the conduct, health or performance of a registered health practitioner.
  • Office of the Australian Information Commissioner (OAIC) — 1300 363 992 · oaic.gov.au — for privacy concerns.
  • Consumer protection — the ACCC (accc.gov.au) or your State or Territory consumer affairs / fair trading agency — for consumer matters.

Reporting a problem with a medicine

If you experience a side effect or an adverse event from a medicine, seek medical advice, and in an emergency call 000. You or your practitioner can also report adverse events to the Therapeutic Goods Administration (TGA) at tga.gov.au.

Feedback

We also welcome positive feedback and suggestions — they help us improve. You can send these to the same address.

Our details

Westergaard Pty Ltd trading as Telehealth Australia Group · ABN 22 663 084 900 · Brisbane, Queensland, Australia · luke@telehealthaustralia.au