Complaints
We take all complaints seriously. If something about your experience was not right, here is how to let us know and what happens next.
Our process
Contact us directly
Email complaints@emberclinic.com.au with a description of your concern. Include your name, the date of your consultation or interaction, and what happened.
We acknowledge your complaint
You will receive an acknowledgement within 2 business days confirming we have received your complaint and outlining the next steps.
We investigate and respond
We will review the details of your complaint, consult with relevant parties (including Doccy where the complaint relates to a clinical matter), and provide a written response within 14 business days.
If additional time is required, we will let you know and provide an expected resolution date.
If you are not satisfied with our response
If you feel your complaint has not been resolved to your satisfaction, you can escalate to the appropriate external body depending on the nature of your concern:
Clinical concerns
Complaints about the conduct of a doctor or the clinical care you received during a consultation can be raised with:
AHPRA handles complaints about the professional conduct, health, or performance of registered health practitioners.
The Health Complaints Commissioner can investigate complaints about health service providers in Victoria.
Privacy concerns
If your complaint relates to how we have handled your personal information, and you are not satisfied with our response, you can contact:
Office of the Australian Information Commissioner (OAIC)The OAIC handles complaints about breaches of the Australian Privacy Principles.
General consumer concerns
For complaints about the Ember Clinic platform, billing, or general service issues:
Consumer Affairs VictoriaEmber Clinic is committed to resolving complaints promptly and fairly. Your feedback helps us improve.