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AboutComplaints & Feedback

Complaints & Feedback

If you would like to make a complaint or feedback to GCPHN you can use this page to:

GCPHN’s Quality Policy Statement and Objectives 


GCPHN is committed to maintaining accreditation of its Quality Management System (QMS) that contributes to the organisation’s Vision of “Building one world class health system for the Gold Coast.” Our Governance and Leadership Policy Quality Statement says that “Gold Coast Primary Health Network has a culture of quality supported by a quality management system…. The ability to maintain a high quality and accountable organisation is essential to meet our Vision for a healthier Gold Coast”.

GCPHN is an ISO 9001:2015 quality certified organisation.

This level of quality is achieved through the adoption of a system and processes that assure the competence of the PHN to existing customers, potential customers and independent auditing authorities. To achieve and maintain the required level of assurance, the Director of Commissioning (Systems) has accountability for the QMS with the Performance Quality and Risk Manager, responsible for ensuring the rules and measures are met. 

The PHN’s quality objectives are:

  • to maintain an effective QMS that complies with AS/NZS ISO 9001:2015 Standard
  • to achieve and maintain a level of quality products that enhance the PHN’s reputation
  • to ensure compliance with regulatory requirements
  • to maximise customer satisfaction.

Achievement of these objectives involves all staff who are individually responsible for the quality of their work and for their contribution to the organisation’s continuous improvement culture. As part of this commitment we view every complaint and feedback provided as an important opportunity to improve our services and systems.


Making a complaint

We view every complaint as an important opportunity to improve our services and systems. If you wish to make a complaint about the Gold Coast Primary Health Network please contact our Performance Quality and Risk Manager, via the online form below. All complaints will be treated confidentially. We will provide you with a response to your complaint within 14 working days.

* Denotes required field input.

Anonymous complaints can be provided by letter addressed to:

Gold Coast Primary Health Network
PO Box 3576, Robina Town Centre Qld 4230

If you have a complaint to make about a health or wellbeing service in the region please contact the provider directly to attempt to resolve the matter.

If you are not satisfied with that avenue, you can contact the The Office of the Health Ombudsman at or the Australian Health Practitioner Regulation Agency.

If you have a complaint about GCPHN or the PHN program you can also contact the Department of Health

We'd really appreciate your feedback!  

Your feedback is important to us, and we appreciate your time to provide it to us. All feedback will be treated confidentially. Gold Coast Primary Health Network is committed to providing quality services to members, consumers and stakeholders. As part of our quality system a feedback process has been introduced to enable us to better understand:
  • What we are doing well;
  • What could be improved; and,
  • What else we can do to ensure our members, consumers and stakeholders receive appropriate service, information and support.

Providing feedback, claiming a listing or reporting a website error 

If you wish to provide website feedback please use the below form.

If you are reporting an error please ensure to specify the page URL (link) and browser you are using so as we can quickly identify where the error is occurring. Please note that the email field is only mandatory for us to contact you to clarify any questions regarding the error report and/or to provide you with feedback on how the error is being addressed.

If you would like to claim a listing within the service directory you can also use the form below to request the listing is assigned to you. This will allow you to login at any stage and update the details.

* Denotes required field input.

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