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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. Should you not be satisfied with the level of service you have received from the ACT Ambulance Service, or you wish to provide general feedback or a compliment about your interaction the following the links will provide you with access to our consumer feedback form (compliment/complaint/general feedback)
To provide online feedback click here
Should you wish to complete a paper form, please elect the appropriate form from the list below and mail to:
Consumer Liaison Officer
9 Amberley Avenue
Fairbairn 2609
ACT
Forms for written feedback can be downloaded here:
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 receive an initial acknowledgment of your feedback within 7 working days, an interim update within 28 days and 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.
If you are unsatisfied with the outcome of your complaint, you may feel like you wish to contact the below governing bodies to further discuss:
The ACT Health Services Commissioner at https://hrc.act.gov.au/complaints/ or by phone on (02) 6205 2222 or;
Where your concerns relate to a registered health professional you can request a review through the Australian Health Practitioner Regulation Agency at https://www.ahpra.gov.au/Notifications/Raise-a-concern.aspx or by phone on 1300 419 495
