Patient Feedback & Complaints
Complaints Process
How to provide feedback or lodge a complaint with Trimly Health
Effective date: 26 July 2026 | Review date: July 2027
How to lodge a complaint
Email hello.trimlyhealth@gmail.com and use the subject line "Complaint". We will acknowledge your complaint within 3 working days.
Our commitment
Trimly Health is committed to safe, respectful and high-quality care. We welcome complaints, concerns, suggestions and compliments because they help us understand your experience and improve our services.
You have the right to make a complaint without being treated unfairly or disadvantaged. We will handle your complaint respectfully, confidentially and as promptly as possible. You may also contact an external complaints body at any time.
This process supports the Australian Charter of Healthcare Rights, including the right to provide feedback and have concerns addressed transparently and promptly.
What you can complain about
You can complain about any part of your experience with Trimly Health, including:
- •the quality, safety or appropriateness of care
- •a consultation, treatment recommendation, prescription or follow-up
- •communication, respect, dignity or involvement in decisions
- •appointments, access, delays or telehealth technology
- •fees, billing, payments, cancellations or refunds
- •privacy, confidentiality, health records or use of personal information
- •the conduct of a practitioner, employee, contractor or service partner
- •how an earlier concern or complaint was handled
Who can make a complaint
A patient, prospective patient, parent, guardian, carer, support person or authorised representative may make a complaint. If you complain for another person, we may ask for their consent or evidence of your authority before discussing personal or health information with you.
You may make an anonymous complaint. We will record and review it, but anonymity may limit what we can investigate and means we may be unable to provide updates or an outcome.
How to lodge your complaint
Email: hello.trimlyhealth@gmail.com
Subject line: Complaint
You can also tell your Trimly Health practitioner during a consultation and ask for your concern to be recorded and referred through this process.
Email: hello.trimlyhealth@gmail.com
Information to include
Please provide as much of the following information as you can. A complaint will still be accepted if you do not have every detail.
What happens after you complain
Acknowledgement
We will confirm that we received your complaint within 3 working days. We will tell you who is handling it, what will happen next and the expected timeframe.
Triage
We will assess urgency, safety and the type of issues raised. Urgent clinical or safety concerns will be escalated promptly to an appropriate clinician or clinical lead.
Fair review
We will review relevant information, which may include consultation notes, messages, appointment or billing records and information from the people involved. Where possible, the reviewer will not be the person whose conduct is the subject of the complaint. Any conflict of interest will be identified and managed.
Communication
We may contact you to clarify information or discuss the outcome you are seeking. We will keep you updated, especially if the review is delayed or we need more information.
Outcome
We will provide a clear response explaining what we considered, what we found, the reasons for the outcome and any action taken. Possible outcomes may include an explanation, apology, correction, refund where appropriate, follow-up care, staff education or changes to our systems and procedures.
Timeframes
We aim to provide a final written response within 30 calendar days. Some complaints may take longer because of their complexity, the need for clinical review or the availability of information. If this happens, we will explain the delay, provide updates and aim to finalise the complaint within 90 days.
Confidentiality and records
We will only share complaint information with people who need it to review, respond to or act on the complaint, or where disclosure is required or authorised by law. Complaint records are managed securely and, where appropriate, separately from the clinical record. Information relevant to your ongoing care or safety may also need to be recorded in your clinical record.
We analyse complaint themes to improve safety and quality. Where information is used for training or service improvement, we will take reasonable steps to avoid unnecessary identification of the person who complained.
Support and accessibility
You may have a support person, advocate or authorised representative assist you. Tell us if you need an interpreter, an accessible format, extra time, communication support or another reasonable adjustment. We will work with you to make the process as accessible as reasonably possible.
If you prefer not to receive a response, tell us when you submit your complaint. We will still record and review the matter, but we may contact you if required for patient safety or by law.
If you are not satisfied
If you are dissatisfied with our response, you may reply to hello.trimlyhealth@gmail.com and ask for an internal review. Where possible, the review will be completed by a person who was not responsible for the original decision.
You may also seek independent advice or contact an external complaints body. You do not lose any legal or regulatory rights by using this process.
Email: hello.trimlyhealth@gmail.com
External complaints bodies
You may contact an external complaints body at any time — you do not need to wait for Trimly Health to finish reviewing your complaint first.
Health Complaints Commissioner, Victoria
For complaints about health services provided in Victoria, including care, communication, billing, privacy and complaint handling.
Make a complaint to the Victorian Health Complaints Commissioner
1300 582 113
Other state and territory health complaints bodies
If the service was provided in another state or territory, use the Healthdirect directory to find the relevant independent complaints body.
View healthcare complaint contacts for every state and territory
Australian Health Practitioner Regulation Agency (Ahpra)
For concerns about the professional conduct, performance or health of a registered medical practitioner.
Raise a concern with Ahpra
Office of the Australian Information Commissioner (OAIC)
For privacy complaints. The OAIC generally requires you to complain to Trimly Health first and allow 30 days for a response.
Lodge a privacy complaint with the OAIC
Urgent medical concerns
This email is not an emergency service.
A complaint may take time to review. If you have severe, rapidly worsening or life-threatening symptoms, call 000 or attend the nearest hospital emergency department. Do not wait for a complaint response.
Contact
Trimly Health
Email: hello.trimlyhealth@gmail.com
This public complaints process is reviewed periodically and may be updated to reflect changes in law, regulation, clinical governance or Trimly Health’s services.