Complaintsandfeedback

If you are unhappy with any aspect of the service you received from InstantMed, please let us know. We investigate every complaint and use what we learn to improve our service.

The fastest way to lodge a complaint is by email: complaints@instantmed.com.au

When you email us, please include:

• Your full name and the email address you used with InstantMed
• The date and type of service (medical certificate, prescription, consult)
• Your request reference number (if you have it)
• A clear description of what went wrong and what outcome you are seeking

You do not need to use any specific form, and you do not need legal representation. Plain English is fine.

We acknowledge every complaint within 24 business hours. The Medical Director triages each complaint into one of three categories:

• Clinical complaints - concerning a clinical decision, a declined request, a prescription, or a medical certificate. Reviewed by the Medical Director.
• Service complaints - concerning billing, refunds, response times, communication, or the platform experience. Reviewed by our operations team.
• Privacy complaints - concerning how your health information was handled. See Section 7.

We will ask follow-up questions by email if we need more information. You do not have to justify your complaint; you just need to describe what happened.

• Acknowledgement: within 24 business hours
• Service complaints: resolved or substantively responded to within 48 hours where possible
• Clinical complaints: resolved or substantively responded to within 14 calendar days
• Complex investigations: if we need longer, we will tell you why and set a revised timeline

These timeframes reflect our own service standard. They are not a guarantee of a specific outcome - only that we will respond substantively within that window.

InstantMed clinical reviews are performed by AHPRA-registered Australian doctors working under documented clinical governance. A named, registered, identifiable clinician is responsible for each clinical decision, and the treating practitioner's AHPRA registration can be independently verified on the public register.

Clinical leadership:

• Holds current, unrestricted AHPRA registration (independently verifiable on the AHPRA public register)
• Maintains professional indemnity insurance
• Is subject to the same professional obligations and regulatory oversight as any other registered GP in Australia
• Can be identified to you on request via complaints@instantmed.com.au

See our clinical governance framework for how protocols are designed, audited, and updated.

For a source-backed plain-English version, see our complaints and governance explainer.

If you have a concern about a health practitioner's conduct, performance, or health, you can make a complaint directly to the Australian Health Practitioner Regulation Agency (AHPRA). You do not need to raise it with us first - but we are happy to help you understand what you are escalating.

AHPRA complaints are appropriate when you believe a practitioner has:

• Provided care below the expected professional standard
• Acted unprofessionally
• Practised outside their scope or training
• An impairment affecting their ability to practise safely

Visit the AHPRA website at ahpra.gov.au/notifications to submit a notification.

Every Australian state and territory has an independent health complaints body. You can contact the commissioner in the state where you received care, regardless of our location:

• NSW - Health Care Complaints Commission (HCCC)
• VIC - Health Complaints Commissioner
• QLD - Office of the Health Ombudsman
• WA - Health and Disability Services Complaints Office
• SA - Health and Community Services Complaints Commissioner
• TAS - Health Complaints Commissioner
• ACT - ACT Human Rights Commission
• NT - Health and Community Services Complaints Commission

These bodies are independent of InstantMed and can investigate complaints we cannot resolve internally.

If your complaint is specifically about how we have handled your health information (collection, use, disclosure, or security), email privacy@instantmed.com.au. Privacy complaints are reviewed against the Australian Privacy Principles (APP 1-13) under the Privacy Act 1988.

If you are not satisfied with our response, you can escalate to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

We keep a formal register of every complaint, the investigation, the outcome, and any resulting process change. This register is reviewed by the Medical Director at least quarterly and is a structural input into our quality improvement cycle.

Making a complaint will never affect your access to our service or the clinical decisions made about your care. We treat complaints as information that helps us improve, not as a signal to push back.