Feedback & Complaint Management Statement

1. Our commitment

Red Medicine Pty Ltd [Red Health] is committed to managing complaints and feedback in a fair, transparent, respectful, and timely manner. We recognise that complaints and feedback provide an opportunity to improve our services and strengthen trust with those who engage with us.

All complaints are handled with due regard to confidentiality and in accordance with applicable Australian legislation, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

2. Who can make a complaint

A complaint or feedback may be made by any person who interacts with Red Health services, including examinees, referring organisations, medical experts, or third parties.

Complaints may relate to:

  • a service provided or not provided by Red Health
  • a decision made by Red Health
  • the conduct of Red Health staff or contractors
  • the handling of personal or sensitive information

3. How to make a complaint or provide feedback

Complaints and feedback may be submitted:

  • by email
  • by phone
  • in writing
  • through Red Health’s website

Complaints may be made anonymously; however, this may limit our ability to investigate or respond fully.

4. How we handle complaints

Red Health manages complaints in a structured manner to ensure they are addressed appropriately.

  • All complaints are acknowledged as soon as practicable, generally within 48 business hours.
  • Complaints are reviewed objectively and without bias.
  • Where appropriate, complaints are escalated for senior review.
  • Complainants are kept informed of progress where it is within Red Health’s control to do so.

Some complaints may need to be managed in consultation with, or by, the referring organisation, particularly where contractual or legal obligations apply. In these circumstances, Red Health will advise the complainant accordingly.

5. Privacy‑related complaints

Complaints relating to the handling of personal or sensitive information are taken seriously and reviewed in accordance with the Privacy Act 1988 (Cth).

Where a complaint raises privacy concerns, Red Health will:

  • review relevant records and processes
  • consider whether personal information was handled in accordance with applicable privacy obligations
  • provide a written response outlining the outcome of the review

Requests for access to or correction of personal information are managed separately in accordance with the Australian Privacy Principles.

6. Outcomes and review

Once a complaint has been reviewed, Red Health will provide a written response outlining:

  • the outcome of the review (where appropriate), and
  • any actions or recommendations arising from the complaint

If a complainant is dissatisfied with the outcome, they may request a further review or pursue external review options.

7. External escalation

If a complaint cannot be resolved satisfactorily, the complainant may refer the matter to an external body, such as:

  • the Office of the Australian Information Commissioner (OAIC)
  • a relevant health complaints body or ombudsman

8. Continuous improvement

De‑identified complaint and feedback information is reviewed to identify trends and opportunities for improvement. Red Health is committed to continuous improvement of its services and complaint‑handling practices.

9. Contact details

Complaints and feedback can be submitted by contacting Red Health via the details available on our website.