Shape Clinic acknowledges that there may be times when clients are dissatisfied and need to raise their concerns. To support this, this document details your rights and options for raising a complaint.
Raise the Complaint with the Shape Clinic Practitioner
The first option is to raise your concerns with the practitioner that conducted your treatment or procedure. All practitioners are trained to listen and consider your concerns and identify methods for addressing your issues to a satisfactory conclusion. Note that this may not always be possible, and the practitioner may escalate this to a more senior member of the Shape team.
Commence the Shape Clinic Complaint Process
You can raise a complaint via the Chief Operating Officer (COO) for Shape Clinic. The COO will discuss your complaint with you and seek to resolve your concerns with you. If further discussion is required, the COO may need to investigate further and meet with the staff concerned. Once the discussions have taken place, the COO will contact you again and discuss their findings and options.
You can contact the COO via Shape reception (02) 8359 2888 or via email to concierge@shapeclinic.com.au with the subject line Complaint for COO.
Raise a Complaint with the Health Care Complaints Commission (HCCC)
The Health Care Complaints Commission (HCCC) is an independent New South Wales government agency charged with the responsibility to protect public health and safety by resolving, investigating and prosecuting complaints about health care.
You can access this service:
- through their website at https://www.hccc.nsw.gov.au/
- calling them toll free (NSW) 1800 043 159
- emailing them at hccc@hccc.nsw.gov.au
