Complaints, Concerns, Compliments
We want to hear from you
We learn valuable insights from your experiences, helping us improve the care and services we provide to families. If you have feedback—positive or negative—we’d love to hear from you. Your input helps us understand what we’re doing well and where we can do better.
When you give us feedback
We record all complaints, compliments, and enquiries.
We share compliments with the relevant staff or team.
We review complaints and inform you of any decisions or actions taken.
We treat all complaints confidentially and respectfully.
Your feedback won’t affect the care you or your loved one receives.
We protect your personal information and follow strict government standards.
Making a complaint
If you're unhappy with the care or treatment you or someone else received, you can make a complaint by following the steps below.
Talk to the person in charge
Before making a formal complaint, we recommend you talk to the staff looking after you or your loved one. You can talk to the nursing unit manager, head of department or staff member involved in your child’s care.
Contact the Patient Friend
If you would prefer to speak to someone who is not in your child’s health care team, the Patient Friend is available to listen to your concerns and liaise on your behalf with the appropriate hospital staff.
The Patient Friend can also guide you on how to submit a written compliment or complaint.
The Patient Friend can be reached during business hours, Monday to Friday. If you prefer, a staff member can contact the Patient Friend on your behalf.
title
The Children's Hospital at Westmead
title
Sydney Children's Hospital, Randwick
Submit a formal complaint in writing
If you wish to make a formal complaint, please include as much detail as possible. The more specific the information, the better we can take appropriate action/s. If you are not sure what to include, contact one of our Patient Friends who can help you.
Online
You can submit your complaint online through our webform.
By mail
Alternatively, please address your concerns in writing to:
Director of Clinical Governance
Sydney Children’s Hospitals Network
Locked Bag 4001, Westmead 2145, NSW
Unhappy with how we manage your complaint?
If you are not happy with the way your complaint has been dealt with or if you feel uncomfortable raising it with us directly, you can contact:
title
NSW Health Care Complaints Commission
Once we receive your complaint, we’ll acknowledge it within 5 days. We’ll then review the details and aim to provide a response within 35 days. If we need more time to investigate, we’ll keep you informed throughout the process.
Your rights in the complaints process
As a patient or family member, you have the right to:
- Access clear and appropriate information about the complaints process.
- Be kept informed of the investigation’s progress and expected completion date.
- Have a carer or relative lodge a complaint on your behalf, if requested.
- Have a support person of your choosing present at any meeting related to your complaint.
- Withdraw your complaint at any stage.
- Raise your complaint through alternative channels, e.g. the NSW Health Care Complaints Commission.
Your responsibilities in the complaints process
As a patient or family member, you have a responsibility to:
- Raise concerns as early as possible and provide staff with the information needed to support a helpful outcome.
- Respect the role of staff and their right to respond to feedback.
- Treat staff with courtesy and consideration.
- Avoid making false or malicious complaints.
Our commitment
The Sydney Children’s Hospitals Network is committed to managing your complaint in accordance with relevant Commonwealth and State legislation, including:
- Privacy and Personal Information Protection Act 1998 (NSW)
- Health Care Complaints Act 1993 (NSW)
- Government Information (Public Access) Act 2009 (NSW) (replacing the Freedom of Information Act)
- Anti-Discrimination Act 1977 (NSW)
- National Disability Insurance Scheme Act 2013 (Cth)
Providing a compliment
If a staff member has done a great job or your overall hospital experience has been positive, please let us know. We are always eager to hear about and recognise excellent work from our team.
- Submit your compliment through our online form.
- Email the Patient Friend at Westmead or Randwick.
- Contact the service you visited using the details listed in our service directory.