Feedback and complaints

How to give feedback or make a complaint

Contact us any way that suits you: email complaints@reduxrehab.com.au, call (02) 8001 6553, or ask for a complaint to be recorded during any appointment. You can raise a complaint yourself or through a representative, and you can complain anonymously. We will still look into an anonymous complaint, though we will not be able to reply to you directly.

What happens next

• We acknowledge your complaint in writing within two business days and give you a reference number.
• A director who is not involved in your matter investigates it.
• You receive the outcome in writing within ten business days. If we need longer, we tell you why and when to expect our answer.
• The outcome, and anything we changed because of it, is recorded in our complaints register and reviewed as part of our quality system.

No disadvantage

Making a complaint will never affect the services you receive from us. That commitment applies to workers, employers, referrers and anyone else we work with.

If you are not satisfied

You can contact the State Insurance Regulatory Authority (SIRA, the NSW regulator) at any time, whether or not you have complained to us first: sira.nsw.gov.au, phone 13 74 72 or email contact@sira.nsw.gov.au. Privacy complaints can also go to the Office of the Australian Information Commissioner (oaic.gov.au) or the NSW Information and Privacy Commission (ipc.nsw.gov.au). Concerns about a registered practitioner can be raised with AHPRA (ahpra.gov.au) and concerns about an accredited exercise physiologist with ESSA (essa.org.au).