{"id":39,"date":"2026-08-14T15:39:36","date_gmt":"2026-08-14T15:39:36","guid":{"rendered":"https:\/\/healthcarenotes.org\/?page_id=39"},"modified":"2026-08-14T15:39:36","modified_gmt":"2026-08-14T15:39:36","slug":"complaints","status":"publish","type":"page","link":"https:\/\/healthcarenotes.org\/?page_id=39","title":{"rendered":"Complaints and Feedback Policy"},"content":{"rendered":"\t\t<article class=\"fn-public-page fn-policy-page\">\n\t\t\t<header class=\"fn-page-hero\"><span>FLOOR NOTES POLICY<\/span><h1>Complaints and Feedback Policy<\/h1><p>Floor Notes welcomes complaints and feedback as part of service, privacy, accessibility and clinical-content governance.<\/p><div class=\"fn-policy-meta\"><span>Effective 14 August 2026<\/span><span>Version 2.0.0<\/span><span>Applies to floornotes.org<\/span><\/div><\/header>\n\t\t\t<div class=\"fn-policy-layout\">\n\t\t\t\t<nav class=\"fn-policy-toc\" aria-label=\"On this page\"><b>On this page<\/b><a href=\"#fn-policy-1\">What can be raised<\/a><a href=\"#fn-policy-2\">How to complain<\/a><a href=\"#fn-policy-3\">Response process<\/a><a href=\"#fn-policy-4\">Fairness and privacy<\/a><a href=\"#fn-policy-5\">Possible outcomes<\/a><a href=\"#fn-policy-6\">Escalation<\/a><a href=\"#fn-policy-7\">No clinical emergency channel<\/a><\/nav>\n\t\t\t\t<div class=\"fn-policy-body\">\n\t\t\t\t\t\t\t\t\t\t\t<section id=\"fn-policy-1\">\n\t\t\t\t\t\t\t<h2>What can be raised<\/h2>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<ul><li>Membership, checkout, billing, cancellation or refund concerns.<\/li><li>Account access, security or suspected unauthorised activity.<\/li><li>Privacy, direct-marketing or data-handling concerns.<\/li><li>Accessibility barriers.<\/li><li>Clinical-content errors, outdated sources or unsafe wording.<\/li><li>Hospital-pack status, attribution or intellectual-property concerns.<\/li><li>Conduct of support, contributors or organisational users.<\/li><\/ul>\t\t\t\t\t\t<\/section>\n\t\t\t\t\t\t\t\t\t\t\t<section id=\"fn-policy-2\">\n\t\t\t\t\t\t\t<h2>How to complain<\/h2>\n\t\t\t\t\t\t\t<p>Email maxillarvundi@gmail.com or use the Contact page. Identify the relevant account, page, invoice or resource; describe what happened, when, the impact and the outcome sought. Do not submit patient information.<\/p><p>Anonymous feedback can be considered, but the ability to investigate or respond may be limited.<\/p>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/section>\n\t\t\t\t\t\t\t\t\t\t\t<section id=\"fn-policy-3\">\n\t\t\t\t\t\t\t<h2>Response process<\/h2>\n\t\t\t\t\t\t\t<p>We aim to acknowledge a complaint within five business days. We assess urgency, conflicts, evidence and the appropriate reviewer. Safety, privacy, security and inability-to-access issues are prioritised.<\/p><p>We aim to provide an outcome or progress update within 30 days. Complex matters may require more time; if so, the complainant will be told why and what happens next.<\/p>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/section>\n\t\t\t\t\t\t\t\t\t\t\t<section id=\"fn-policy-4\">\n\t\t\t\t\t\t\t<h2>Fairness and privacy<\/h2>\n\t\t\t\t\t\t\t<p>Complaints are handled respectfully and only shared with people reasonably needed to investigate or resolve them. A person whose conduct is criticised may be given a fair opportunity to respond, subject to safety and confidentiality.<\/p>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/section>\n\t\t\t\t\t\t\t\t\t\t\t<section id=\"fn-policy-5\">\n\t\t\t\t\t\t\t<h2>Possible outcomes<\/h2>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<ul><li>Explanation, correction, apology or support assistance.<\/li><li>Restoration, resupply, credit or refund where appropriate.<\/li><li>Content correction, relabelling, review or withdrawal.<\/li><li>Security, privacy or accessibility remediation.<\/li><li>Account warning, restriction or termination.<\/li><li>Referral to a payment provider, regulator, professional adviser or relevant authority.<\/li><\/ul>\t\t\t\t\t\t<\/section>\n\t\t\t\t\t\t\t\t\t\t\t<section id=\"fn-policy-6\">\n\t\t\t\t\t\t\t<h2>Escalation<\/h2>\n\t\t\t\t\t\t\t<p>If dissatisfied, request an internal review and explain the unresolved issue. External rights may include contacting the ACCC or state consumer agency, the OAIC for eligible privacy complaints, ACMA for spam concerns, a payment provider or another competent regulator.<\/p>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/section>\n\t\t\t\t\t\t\t\t\t\t\t<section id=\"fn-policy-7\">\n\t\t\t\t\t\t\t<h2>No clinical emergency channel<\/h2>\n\t\t\t\t\t\t\t<p>Floor Notes complaints and support are not monitored as clinical escalation. Immediate patient-care concerns must use the hospital\u2019s emergency and governance pathways.<\/p>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/section>\n\t\t\t\t\t\t\t\t\t\t<section class=\"fn-policy-references\"><h2>Authoritative references<\/h2><ul><li><a href=\"https:\/\/www.oaic.gov.au\/privacy\/privacy-complaints\" target=\"_blank\" rel=\"noopener noreferrer\">OAIC privacy complaints \u2197<\/a><\/li><li><a href=\"https:\/\/www.accc.gov.au\/consumers\/buying-products-and-services\/consumer-rights-and-guarantees\" target=\"_blank\" rel=\"noopener noreferrer\">ACCC consumer rights and guarantees \u2197<\/a><\/li><\/ul><\/section>\t\t\t\t\t<section class=\"fn-policy-contact\"><h2>Contact<\/h2><p>Questions about this policy can be sent to <a href=\"mailto:maxillarvundi@gmail.com\">maxillarvundi@gmail.com<\/a>. Do not include patient information.<\/p><\/section>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/article>\n\t\t\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-39","page","type-page","status-publish","hentry"],"brizy_media":[],"_links":{"self":[{"href":"https:\/\/healthcarenotes.org\/index.php?rest_route=\/wp\/v2\/pages\/39","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/healthcarenotes.org\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/healthcarenotes.org\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/healthcarenotes.org\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/healthcarenotes.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=39"}],"version-history":[{"count":0,"href":"https:\/\/healthcarenotes.org\/index.php?rest_route=\/wp\/v2\/pages\/39\/revisions"}],"wp:attachment":[{"href":"https:\/\/healthcarenotes.org\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=39"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}