Complaints & Feedback Policy

At Northpoint Medical, we value your feedback — including compliments, suggestions, concerns and complaints. 

We strive to provide respectful, high quality care and open communication. Your experience matters, and feedback helps us improve the services we offer.

How to Provide Feedback or Make a Complaint

You are welcome to share your concerns by speaking directly with:


  • Your GP or clinical team member during your visit;
  • Our Reception Team at the front desk; or
  • The Practice Manager.


Feedback or complaints can be submitted:


  • In person at reception;
  • By phone: (07) 46 130203;
  • By email: practicemanager@northpointmedical.com.au;
  • In writing: addressed to Practice Manager, Northpoint Medical, 22/125 Ruthven Street, Toowoomba QLD 4350.


We also have a suggestion box available in our reception area for confidential written feedback and ideas on how we can improve.

How We Handle Complaints

We treat all feedback and complaints seriously and with confidentiality. Our process includes:


  1. Acknowledgement: We aim to acknowledge your complaint promptly once received.
  2. Review: We will review the details of your concern fairly and respectfully.
  3. Response: You will be informed of the outcome or the actions we will take to address the issue.
  4. Timelines: We endeavour to resolve most concerns as quickly as possible. If the matter is complex, we will keep you informed of progress.


Our goal is to respond and resolve complaints in a timely and fair manner.

What If You’re Not Satisfied With Our Response?

If you remain dissatisfied with the outcome of your complaint, you have the option to refer your concerns to an external body:


Office of the Health Ombudsman (OHO) – Queensland


  • Phone: 133 646
  • Online: https://www.oho.qld.gov.au


You may also have rights to raise privacy specific complaints with the Office of the Australian Information Commissioner (OAIC) if your concern relates to how your personal information is handled. See our Privacy Policy for details on this process.

Compliments

We also appreciate hearing when you’ve had a positive experience. Compliments are shared with our team and help us continue to deliver high quality care.