Complaints and Feedback
We take every concern seriously.
If you're not happy with any part of your experience with OMC Health, we want to know. OMC Health is committed to providing a safe, professional, and responsive service. We take all complaints seriously and aim to resolve them promptly and fairly.
We follow the Australian Privacy Principles and fair complaint handling practices.
All consultations with qualified Australian GPs
Your health information is protected
Available wherever you are in Australia
Reliable certificates when you need them
How to make a complaint
You can submit a complaint or feedback about any aspect of the OMC Health platform, your booking experience, certificate delivery, or our customer service
Tell us what happened
Send your complaint
We investigate and respond
Ready to start?
When submitting a complaint, please include: Your full name, email address, booking reference number (if applicable) and description of your complaint.
What happens next?
- We acknowledge your complaintYou'll receive an acknowledgment within 2 business days.
- We investigateWe'll review all relevant information and may contact you if we need more details.
- We respondWe'll provide a full response within 14 business days.
- We resolveWhere applicable, we explain what action we have taken or will take
For complex complaints, we may require additional time. If this is the case, we will notify you and provide an updated timeframe. If you're not satisfied with our response, you can escalate your complaint. See below for more information.
Lodge your complaint
Not satisfied with our response?
If you're not happy with how we've handled your privacy data, you can escalate it to the Office of the Australian Information Commissioner (OAIC).
Complaints About Clinical Care
OMC Health is a medical certificate platform connecting patients with GP practices. GPs from our partner practices conduct clinical consultations. If your complaint relates to the clinical care you received during a consultation, you may need to direct it to the relevant partner practice or regulatory body.
Regulatory Bodies for Clinical Complaints
Australian Health Practitioner Regulation Agency (AHPRA)
If you have a concern about the professional conduct of a GP who consulted with you, you may lodge a complaint directly with AHPRA at ahpra.gov.au.
State and Territory Health Complaints Commissioners
Depending on your state or territory, you may also contact the relevant Health Complaints Commissioner or equivalent body:
NSW: Health Care Complaints Commission (hccc.nsw.gov.au)
VIC: Health Complaints Commissioner (hcc.vic.gov.au)
QLD: Office of the Health Ombudsman (oho.qld.gov.au)
WA: Health and Disability Services Complaints Office (hadsco.wa.gov.au)
SA: Health and Community Services Complaints Commissioner (hcscc.sa.gov.au)
TAS: Office of the Health Complaints Commissioner (hcc.tas.gov.au)
ACT: ACT Human Rights Commission (hrc.act.gov.au)
NT: Health and Community Services Complaints Commission (hcscc.nt.gov.au)
Complaints About Privacy
If your complaint concerns how we handled your personal or health information, contact our Privacy Officer at support@onlinemedicalcertificate.au. If you are not satisfied with our response, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
Refund Complaints
If the consulting GP determines that a certificate is not clinically appropriate, we automatically provide a full refund. If you believe you are owed a refund, or if you dispute a charge, contact us at complaints@onlinemedicalcertificate.au with your booking reference, and we will investigate.
We Welcome Feedback
Complaints matter, but so does general feedback. If you have suggestions about how we can improve our platform, service, or patient experience, we welcome your input at feedback@onlinemedicalcertificate.au.