Complaints and feedback
How to tell us when something goes wrong, what we do next, and who else you can talk to.
Last reviewed: to come
Tell us first
If something has gone wrong, we want to know. Email hello@burrowhealth.com.au, call 1300 143 504 or use the form on our contact page. If your complaint is about your health or care, call us instead of using the form.
You can ask a family member, carer, support coordinator or independent advocate to complain for you. You can also complain without giving your name.
If you need an interpreter, ask us and we arrange one. If you are deaf or have a hearing or speech impairment, contact us through the National Relay Service.
What happens next
- We acknowledge your complaint within a time we will publish here.
- We look into what happened and talk it through with you.
- We give you a response within a time we will publish here. We tell you what we found and what we will do.
We keep your complaint private and only share it with the people who need to resolve it. We keep a record of every complaint and what we did.
Complaining will not change the care you get from us.
If you are not satisfied
You can go to an outside body at any time. The privacy regulator usually asks you to contact us first.
- NDIS participants: the NDIS Quality and Safeguards Commission (ndiscommission.gov.au). It covers registered and unregistered providers.
- Worried about a clinician's conduct: AHPRA, the national regulator for health practitioners (ahpra.gov.au). In New South Wales and Queensland, these complaints go to the state health complaints body instead.
- Your state or territory health complaints body.
- Privacy: the Office of the Australian Information Commissioner (oaic.gov.au).
Feedback
We also welcome ideas and thanks. They help us improve. Send them to the same email. We never publish compliments about care.