BRAMIS COMPLAINTS POLICY

At Bramis, we aim to provide the highest standards of care and service. We value and encourage both positive and negative feedback as it provides us with the opportunity to improve on our award-winning service. We are dedicated to continually improving our processes and procedures.

If you are dissatisfied with any aspect of your experience with us, we encourage you to follow the procedures outlined in our Complaints Policy below:

1: Speak to treating Staff member
If you are unhappy with any aspect of our service or your treatment, we ask that you contact the clinic immediately and either ask to speak with your treating staff directly, or book in to see them and discuss your concerns at a complimentary appointment. They will listen, understand, and strive to resolve your complaint at the first point of contact. If for any reason you are unwilling to see the treating practitioner, we can book you in with any other staff member who will do the same.

2: Contact the Clinic Manager
If your complaint is not resolved to your satisfaction, or if you feel uncomfortable discussing the issue with the staff directly involved, please contact the Clinic Manager, Mia:

Email: [email protected]
Phone: 0401 063 976

Please provide as much detail as possible about your complaint, including the nature of the problem, the staff involved, the date and time of the incident, and how you would like the issue resolved. The Clinic Manager will investigate your complaint and aim to provide a resolution within a defined timeframe.

3: Write to the Clinic medical Director
If the Clinic Manager is unable to resolve your complaint, you can escalate it to the Clinic Medical Director. Please write a formal letter detailing your complaint and send it to:

Clinic Medical Director
Bramis Facial Rejuvenation Clinic
220b Nicholson Road, SUBIACO WA 6008

Please note – no matter what location you were seen at, the Medical Director will receive all letters at the above address.

The Clinic Medical Director will review your complaint, conduct further investigations as necessary, and provide a formal written response. We will ensure that your complaint is resolved with appropriate patient care.

4: Lodge a Complaint with AHPRA
If your complaint is still not resolved to your satisfaction after all internal avenues have been exhausted, you have the right to lodge a complaint with the Australian Health Practitioner Regulation Agency (AHPRA). AHPRA oversees the practice of health practitioners in Australia and ensures they meet the standards set by their respective professional boards.

You can lodge a complaint with AHPRA via:
Online: https://www.ahpra.gov.au/Notifications/Concerned-about-a-health-practitioner.aspx

Mail: AHPRA, GPO Box 9958, Perth, WA, 6000

Please note that AHPRA may require proof that you have attempted to resolve your complaint with us directly before they will investigate.

Privacy and Confidentiality

We take your privacy seriously. All complaints will be handled confidentially and in accordance with our privacy policy, and you will not be disadvantaged or subject to retribution because you have made a complaint.

Review of Complaints Policy

This policy is reviewed regularly to ensure it continues to comply with relevant laws and regulations and aligns with best practice.