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What you think is important to us and we want to hear it

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We value your opinion

We encourage feedback about our services, facilities and policies. It’s ok to tell us what you think because we want to improve our services for you and and our communities. 

After your appointment, you may receive a text or email invitation to complete an anonymous online survey about the service you received.

If you would like to give us helpful feedback, make a suggestion or tell us what we're doing right, you can:


Working to improve our service

IPC Health constantly strives to improve our services but we understand that sometimes a patient might have an unsatisfactory experience. If you would like to make a complaint about an IPC Health service or the management of your care by a staff member, we encourage you to do so by contacting us through one of the options above.

IPC Health has a feedback policy which is available by request through our reception or by email, mail or telephone.

What will happen with your complaint

Your complaint will be fully investigated and if you provide your contact details we will contact you to discuss your issue and let you know what action we plan to take as a result.

If you remain dissatisfied

If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial. To lodge a complaint with the HCC you can:

  • Fill out a complaint form online at hcc.vic.gov.au
  • Call us on 1300 472 432 from 8.30am-5pm Monday to Friday to discuss your complaint

Victorian Healthcare Experience Survey (VHES)

The Victorian Healthcare Experience Survey collects and analyses the experience of recent users of Victoria’s public health system. The purpose is to measure, monitor and report on patient experience to support quality improvements. Your responses are anonymous and deidentified.

We may disclose your personal details to the Victorian Department of Health or its authorised contractors in order for them to send you a survey about your experience with us.

Read the survey description

Read about privacy and data collection

Have a question or need some help?

Call us on 1300 472 432 from 8.30am–5pm Monday to Friday or ask online .

In an emergency, call 000.