Feedback & Complaints
FTMC Group values patient feedback and takes all complaints seriously. If you have feedback or a complaint about our service, we want to hear from you.
How to lodge a complaint
To lodge a formal complaint, email office@ftmc.com.au with “Managers” in the subject line. Include:
- Your name and contact details
- The date of the incident
- A description of what happened
- What outcome you would like
How we handle complaints
Acknowledgment – We will acknowledge receipt of your complaint within 2 business days and let you know who is handling it.
Investigation & resolution – A manager will review your complaint. Depending on the nature of the complaint:
- Clinical complaints about a GP: The GP involved will be asked to provide their response. The manager will work with you, the GP, and any relevant staff to reach an outcome that everyone is satisfied with.
- Clinical complaints about a GP registrar: The complaint will be forwarded to the GP supervisor and the registrar to discuss and respond.
- Non-clinical complaints: The manager will discuss the complaint with the relevant staff member(s) and work toward a resolution.
Response timeframe – We aim to provide a full response within 10 business days. If your complaint requires further investigation or if key staff are unavailable, we will contact you with an updated timeframe.
Confidentiality & protection
- Your complaint is treated confidentially
- You will not be disadvantaged or victimised for making a complaint
- Complaints are documented and retained securely
If you remain unsatisfied
If you are not satisfied with the outcome of our investigation, you may:
- Lodge a complaint with the Health Complaints Commissioner: 1800 043 159 or www.hcc.nsw.gov.au
- Contact AHPRA (if your complaint relates to a practitioner’s professional conduct): 1800 183 556 or www.ahpra.gov.au
Contact details for complaints