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RDHM complaints management process

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Dental Health Services Victoria (DHSV) is passionate about improving the oral health of all Victorians. As part of our commitment to provide excellent service, support and leadership, we encourage your feedback so that we can improve our service delivery.

Please read the information below on how we manage and resolve complaints at The Royal Dental Hospital of Melbourne (RDHM).

Who will manage my complaint?

When you send us feedback, we want to respond quickly and our DHSV Business Improvement Team aims to acknowledge your feedback as soon as we receive it.

The Business Improvement Team will forward your complaint to the relevant manager and work with the department to resolve the issue as quickly as possible and aim to resolve your complaint within 28 days of receipt.

How will my complaint be managed?

It is important to note that any information relating to the complaint is kept confidential and not documented on the dental record.

RDHM has a responsibility to be responsive and sensitive towards the rights, needs and concerns expressed by consumers (or someone on their behalf) and that the response is managed in a timely and sympathetic manner.

In addition to resolving complaints, RDHM also views complaints as opportunities to improve services, policies or procedures.

How do I make a complaint?

You can call, write or lodge your complaint online.

Phone:  (03) 9341 1000 or 1800 833 039 (country)

By post: Send to GPO Box 1273L, Melbourne VIC 3001 or complete one of our feedback forms available at the Hospital reception

Online: give feedback online or email us: quality@dhsv.org.au

What happens if I am unhappy about how my complaint was resolved?

If you are unhappy with the management or outcome of your complaint, you have the option to contact the Health Service Commissioner. The Health Service Commissioner is an independent authority created to assist in resolving complaints relating to health services.

Health Services Commissioner
Complaints and Information
Telephone: (61 3) 8601 5200
Toll Free: 1800 136 066
Fax No.: (61 3) 8601 5219
TTY No. 1300 550 275
E-mail: hsc@health.vic.gov.au

or write to:
Health Services Commissioner
30th Floor
570 Bourke Street
Melbourne. 3000
Victoria, Australia