Client Rights & Complaints

Client Rights & Complaints

At Embrace Co, your care, safety and wellbeing matter to us. We want every client to feel heard, respected and supported, including when something has not gone the way you hoped.

Our Code of Conduct

Embrace Co is a general health service provider based in Victoria. Our practitioners follow the General Code of Conduct set out in Schedule 2 of the Health Complaints Act 2016 (Vic). This Code outlines the standards of care you can expect from us, including safe and ethical practice, informed consent, appropriate record keeping and respect for your privacy.

You can read the full Code of Conduct on the Health Complaints Commissioner’s website: www.hcc.vic.gov.au/providers/general-health-service-providers

Raising a concern with us

If you are unhappy with any part of your care, we would genuinely like to hear from you so we can try to make it right.

Please email us at hello@embraceco.com.au with the subject line “Feedback” or “Complaint” and include as much detail as you feel comfortable sharing.

When you contact us:

• We will acknowledge your email within 4 business days.
• We will review your concern carefully and respond within 14 days. If we need more time, we will let you know.
• Your concern will be handled privately, respectfully and confidentially.
• Raising a concern will never affect the care you receive from us.

If you are not satisfied with our response

If you are not satisfied with how we have handled your concern, or you would prefer not to contact us directly, you can contact the Health Complaints Commissioner (HCC). The HCC is an independent, free service that handles complaints about health services in Victoria.

Website: www.hcc.vic.gov.au/make-complaint
Phone: 1300 582 113 (9.30am to 3.00pm, Monday to Friday)
Post: GPO Box 4057, Melbourne VIC 3001

Clients in New Zealand can also contact the Health and Disability Commissioner at www.hdc.org.nz.

Urgent care

Embrace Co does not provide emergency care. If you are experiencing severe pain or a medical emergency, please contact your GP, visit your nearest emergency department or call 000 (111 in New Zealand).