As an emergency response agency with a major public focus, the ACT Ambulance Service actively seeks feedback regarding the quality of ambulance services it provides to the community of the Australian Capital Territory. Your feedback, positive or negative, is important to us and forms an integral component of our clinical quality assurance program in seeking to continually improve our services to the community.

As such, we welcome your feedback. This can be provided by clicking on the links below. Should you not be satisfied with the level of service you have received, following the links will provide you with access to our consumer complaint feedback forms. Please take the time to complete the required fields and email or post the completed form back to us at the postal or email address shown on the last page of each document.

Howard Wren
Chief Officer
ACT Ambulance Service

Your rights as a consumer, and our commitment to you

The ACT Ambulance Service recognises, promotes and protects your rights to comment and complain about the services provided to you. We will provide an efficient, fair and accessible framework for resolving your complaint. We support the monitoring of your complaint in an endeavour to improve the quality of services the ACT Ambulance Service provides to our consumers.

Our commitment to you is that your complaint will be managed fairly, effectively and courteously with the confidence of all parties maintained at all times. In doing so, we will ensure that your rights are protected, as are those of the staff who receive your complaint, or who may be the subject of your complaint.

Services provided by the ACT Ambulance Service may require in-depth review and analysis by other parties as part of complaint handling. Timely access to our staff due to rotating shift work may also delay complaint handling; however you should expect to see a full assessment and response within 60 working days. Some complaints may take longer to finalise due to extenuating factors beyond our control, in these cases we will provide you with feedback on the revised timeframe.

Complaint form A – for the patient to complain [PDF 74 KB]

Complaint form B – to make a complaint on the patients behalf [PDF 99 KB]

Compliment form A – for the patient to give thanks [PDF 67 KB]

Compliment form B – to give thanks on the patients behalf [PDF 92 KB]

Management of Complaints [PDF 3.1 MB]