Complaints Policy

Regeniq Pty Ltd (ABN 41 694 432 865) is committed to providing high-quality telehealth consultation services. We take all complaints seriously and are dedicated to resolving them fairly, promptly, and transparently.

This policy outlines how you can raise a complaint and how we will handle it.

1. What You Can Complain About

You may lodge a complaint about any aspect of our services, including:

• The quality of a telehealth consultation
• Communication or responsiveness from our team
• Billing, fees, or charges
• Privacy or handling of your personal information
• Website content or accessibility
• Any other matter relating to our services

2. How to Lodge a Complaint

You can submit a complaint by emailing us at:

To help us investigate and resolve your complaint efficiently, please include:

• Your full name and contact details
• A clear description of your complaint
• Relevant dates and details of any interactions
• Any supporting documentation (if applicable)
• The outcome you are seeking

3. Our Complaints Process

Step 1: Acknowledgement

We will acknowledge receipt of your complaint within 2 business days. You will receive confirmation that your complaint has been received and is being reviewed.

Step 2: Investigation

Your complaint will be investigated by an appropriate member of our team. We may contact you for additional information during this process. All complaints are treated confidentially and without prejudice to your ongoing care.

Step 3: Resolution

We aim to resolve all complaints within 5 business days of acknowledgement. If more time is needed to investigate, we will notify you of the expected timeframe and keep you informed of progress.

Once our investigation is complete, we will provide you with a written response outlining our findings and any actions taken to resolve your complaint.

4. If You Are Not Satisfied

If you are not satisfied with our response to your complaint, you may escalate the matter to the relevant external body.

Health Ombudsman Queensland

For complaints about health services or the conduct of a health practitioner, you may contact the Office of the Health Ombudsman Queensland:

AHPRA

For concerns about the conduct, performance, or health of a registered health practitioner, you may contact the Australian Health Practitioner Regulation Agency (AHPRA):

Privacy Complaints

For complaints specifically about the handling of your personal information, you may contact the Office of the Australian Information Commissioner (OAIC):

5. Our Commitment

We are committed to:

• Treating all complaints with fairness, respect, and confidentiality
• Investigating complaints thoroughly and impartially
• Communicating clearly throughout the process
• Taking appropriate corrective action where warranted
• Using complaints as an opportunity to improve our services

Lodging a complaint will not affect the quality of care or services you receive from Regeniq.

6. Contact

For any questions about this complaints policy: