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Complaints and Feedback

Betterwell is a telehealth clinic, and we want to hear how your care is going. This page explains how to make a complaint or give feedback, what happens next and who else can help.

Last updated 21 October 2026

Every concern is read with care

We handle feedback and complaints fairly and in confidence. Making a complaint will not affect the care you receive from us.

Compliments and suggestions are welcome too. They help us improve the care we give.

How to make a complaint

Email us at [email protected]. Writing to us also gives you a record of what you sent.

It helps to include:

  • your name and how to contact you;
  • what happened, and when;
  • who was involved, if you know; and
  • what you would like us to do.

A family member, carer or advocate can contact us for you, with your consent. You can also raise a concern without giving your name. We will still look into it, though we may not be able to reply to you or review your records.

This inbox is not monitored for urgent medical concerns. In an emergency, call 000 or go to your nearest emergency department.

What happens next

  1. We confirm we have it. We reply to let you know your complaint has arrived and who is looking into it.
  2. We look into it. We review the relevant records and speak with the people involved. A suitably qualified practitioner reviews any concern about clinical care.
  3. We respond. We explain what we found and the steps we will take. If we need more time, we tell you why and keep you updated.
  4. We learn from it. What you tell us shapes how we improve our care and our service.

Your privacy

We handle complaints in line with our Privacy Policy. We share your information only with the people who need it to resolve your complaint, or where the law requires it.

Independent complaint bodies

If our response does not resolve your concern, an independent body can help. You can also contact these bodies directly at any time.

  • Health Care Complaints Commission (NSW). The HCCC handles complaints about health services and health practitioners in NSW. hccc.nsw.gov.au
  • Australian Health Practitioner Regulation Agency (Ahpra). Ahpra receives concerns about the conduct, health or performance of a registered health practitioner. In NSW, these concerns are managed with the HCCC, and Ahpra can point you to the right place. ahpra.gov.au
  • Office of the Australian Information Commissioner (OAIC). The OAIC handles complaints about how your personal information has been handled. It usually asks you to contact us first and allow us 30 days to respond. oaic.gov.au

If you live outside NSW, the health complaints body in your state or territory can also help.

When you are ready, write to us.

Email [email protected]. Tell us what happened. We will take it from there.