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Complaints Policy

How to provide feedback or lodge a complaint about our services.

Last updated: August 2026

Our Commitment

Ignova Health Pty Ltd is committed to providing high-quality telehealth services. We value feedback from our patients and take all complaints seriously. Complaints may relate to any aspect of our services, including administrative processes, platform functionality, privacy matters, communication, pharmacy coordination, or healthcare services provided through our platform.

How to Provide Feedback or Lodge a Complaint

You can provide feedback or lodge a complaint by contacting us using any of the following methods:

What to Include

To help us investigate your complaint efficiently, please provide:

  • Your full name and contact details
  • The date and nature of the service you are complaining about
  • A clear description of your complaint
  • Any relevant documentation or correspondence
  • The outcome you are seeking

Our Process

  1. Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.
  2. Investigation: Your complaint will be investigated by our Complaints Officer. We may contact you for additional information during the investigation.
  3. Response: We aim to provide a written response within 30 days of receiving your complaint. If the investigation requires more time, we will keep you updated on the progress.
  4. Resolution: Where appropriate, we will outline the steps we will take to resolve the issue and prevent it from happening again.

Where a complaint relates to clinical care, diagnosis, treatment decisions, or practitioner conduct, the matter may be reviewed with the relevant practitioner and managed in accordance with applicable professional obligations. Where concerns relate to prescribing decisions or treatment suitability, these matters will be reviewed in accordance with clinical governance processes and the treating practitioner’s professional obligations.

External Avenues

If you are not satisfied with our response, or if you prefer not to raise your complaint with us directly, you can contact the following external bodies:

  • Office of the Australian Information Commissioner (OAIC): For privacy-related complaints — www.oaic.gov.au
  • Australian Health Practitioner Regulation Agency (AHPRA): For complaints about individual health practitioners — www.ahpra.gov.au
  • Therapeutic Goods Administration (TGA): For complaints about advertising or therapeutic goods — www.tga.gov.au
  • State or territory health complaints authority: The relevant state or territory health complaints authority may be contacted for complaints about healthcare services or providers, depending on the circumstances.

Confidentiality

Complaints are handled confidentially and information is only shared with individuals involved in reviewing and resolving the complaint, or where required by law.

No Retribution

You will not be penalised or discriminated against for making a complaint. We are committed to continuous improvement and view complaints as an opportunity to improve our services.

The information on this website is for general information purposes only and is not a substitute for professional medical advice, diagnosis, or treatment. In case of a medical emergency, call 000 immediately.