We value your feedback
Your experience matters. Whether you would like to tell us about something we did well, suggest improvements, or raise a concern or complaint, we want to hear from you. Your feedback helps us improve the quality, safety and responsiveness of our service.
How to give us feedback or make a complaint
- In person – speak to the member of staff involved or the clinic manager.
- By phone – call our on 1800 4764 537 (Monday–Friday, 9am-5pm).
- Online form – complete our Feedback form by using the contact form below.
- By post – send a letter to:
Incredible Smiles
Feedback & Complaints Team
667 Port Road, Woodville Park SA 5011
What to include in your feedback or complaint
For us to properly investigate and address your concerns, it helps if your feedback includes:
- Dates, times and location of the event/experience.
- Names or descriptions of staff involved (if known).
- A clear description of what happened and how it affected you.
- The outcome you are seeking (what you would like us to do).
- How you would prefer us to respond (phone / email / letter).
- Whether you are providing feedback on behalf of someone else (and if so, that you have their consent).
Feedback is confidential and reviewed by our management team.
Let us know your thoughts
Thanks for taking the time to send us your thoughts, we appreciate every opportunity to improve our patient experience at Incredible Smiles!
What happens next?
- We aim to acknowledge your feedback/complaint within 3 business days.
- For straightforward matters, we aim to provide a full response within 14 days. If a longer process is required, we will keep you updated.
- You can tell us whether you would like to receive a response and by what method (phone, email, letter).
- Your feedback will be treated with respect, promptly and confidentially. It will not adversely affect how you are treated.
- We will investigate your concerns and may ask you for more information or consent to access relevant records.
- We will use what we learn to improve our policies, procedures and services.
What happens if you’re not satisfied with our response?
If you are not satisfied with how we have addressed your concern, you may contact an external complaints body:
State | Health Complaints Contact |
NSW | Health Care Complaints Commission Phone: 1800 043 159 |
VIC | Health Complaints Commissioner (Victoria) Phone: 1300 582 113 |
QLD | Office of the Health Ombudsman Phone: 133 646 |
SA | Health and Community Services Complaints Commissioner (SA) Phone: 1800 232 007 |
WA | Health and Disability Services Complaints Office Phone: 1800 813 583 |
TAS | Health Complaints Commissioner (Tasmania) Phone: 1800 001 170 |
NT | Health and Community Services Complaints Commission (NT) Phone: 1800 004 474 |
ACT | ACT Human Rights Commission Phone: (02) 6205 2222 |
Also, if your complaint is about a registered health practitioner (doctor, nurse, allied health) you may contact Australian Health Practitioner Regulation Agency (AHPRA) – Phone: 1300 419 495.
More information
- Your rights as a healthcare consumer are set out in the Australian Charter of Healthcare Rights.
- For information on how healthcare services manage feedback and complaints you can see the resources from the Australian Commission on Safety and Quality in Health Care.
- Learn more about your Patient Rights at Incredible Smiles
If your complaint relates to a breach of your privacy or health information, please see our Privacy Policy or contact the Office of the Australian Information Commissioner (OAIC).
