Patient Feedback & Complaints

Pure Visage Patient Feedback & Complaints Policy


We understand that healthcare is a personal and sensitive matter. Every patient has the right to
voice their concerns and be heard. Our Complaints Policy has been designed to ensure that any
concerns are handled fairly, respectfully, and efficiently. We commit to taking every complaint
seriously, treating all parties involved with dignity and respect.

Giving Feedback and Lodging a Complaint

You are encouraged to discuss any surgical concerns with your surgeon. If your complaint is not
related to surgery, please direct it to the practice manager.

Most issues can be resolved quickly and effectively through direct communication.

If the matter remains unresolved or requires a formal investigation, you may submit a written
to the Practice. Please include your name, contact details, and a clear description of the

Practice contact details – Please contact the Practice with your Feedback/Complaint

Attention: Pure Visage Practice Manager (or Your Surgeons name)
Suite 17, Level 2, 13 Digitaria Drive,
Gledswood Hills, NSW 2557
Phone – 02 8310 4576
Email – [email protected]

Escalation of Your Complaint

If you are NOT satisfied with the response of your surgeon or the practice, you may escalate your complaint to the State or Territory Health Care Complaints Commission and/or Australian Health Practitioner Regulation Agency (AHPRA).

NSW Health Care Complaints Commission
Phone 1800 043 159

Medical Council NSW

Phone (02) 9879 2200

Australian Health Practitioner Regulation Agency (AHPRA)
Phone 1300 419 495


All complaints will be treated with confidentiality and in accordance with the Australian Privacy
Principles. Personal information will only be used for the purpose of investigating and resolving the

Download the Pure Visage Complaints Policy