Complaints & Feedback Policy

1. Our Commitment to Feedback and Quality Improvement

At Noosa Dental Practice, we are dedicated to providing high-quality, safe, and patient-centred dental care. We view feedback, concerns, and complaints as vital opportunities to continually review and improve our clinical practices, patient safety systems, and overall administrative procedures in line with our Quality Improvement Program (QIP) and the Australian Dental Association (ADA) Guidelines for Complaints Management.

2. How to Share Feedback or Lodge a Complaint

We encourage patients and visitors to share their experience with us—whether positive or constructive. If you have a concern or complaint, you can submit it to us verbally or in writing:

  • In Person: Speak directly with our Practice Manager or treating dentist.

  • By Phone: Call us on (07) 5455 3577 during opening hours.

  • By Email: Send your feedback to admin@noosadentalpractice.com.au.

  • By Mail:
    Attn: Practice Manager
    Noosa Dental Practice
    Noosa Professional Centre, Shop 1/1 Lanyana Way,
    Noosa Heads, QLD 4567

3. Our Complaints Management Process

All complaints are handled promptly, confidentially, and fairly using the following framework:

  1. Acknowledgement: Written or verbal acknowledgement within 2 business days of receiving your complaint.

  2. Investigation: A thorough internal review conducted by our Practice Manager and principal clinicians. Complaint records are stored securely and separately from your clinical dental files.

  3. Resolution: A detailed response outlining our findings and proposed actions/resolutions, provided within 14 business days.

  4. Quality Review: Issues raised are reviewed during team quality meetings to implement preventative measures and drive continuous service improvement.

4. Compliance with External Regulatory Frameworks

Australian Dental Association (ADA) & Ahpra

Our practice operates strictly in accordance with the ADA Code of Ethics and the Dental Board of Australia’s registration standards. If a complaint involves registered practitioner conduct or safety that cannot be resolved internally, matters may be directed to Ahpra (Australian Health Practitioner Regulation Agency).

Queensland Health Ombudsman (OHO)

Under Queensland healthcare regulations, if you feel your complaint has not been adequately addressed by our practice, you have the right to contact the independent healthcare complaints agency in Queensland:

Therapeutic Goods Administration (TGA) Standards

Noosa Dental Practice complies strictly with TGA guidelines and the Australian Consumer Law regarding therapeutic goods, dental materials, equipment, and regulated health service advertising. Concerns regarding therapeutic products or advertising compliance can be raised directly with practice management or reported via the TGA portal (www.tga.gov.au).

Practice Details & Opening Hours