Feedback
We Value Your Feedback
At AIR Detox, we’re committed to providing high-quality, compassionate care — and your feedback helps us do even better. Whether you have a compliment, a suggestion, or a concern, we want to hear from you. Every piece of feedback is carefully reviewed in line with our Feedback and Complaints Policy and Privacy Policy. You can choose to remain anonymous, or you can provide your contact details if you’d like us to respond or update you. All information you share is confidential and used only for managing and responding to your feedback. Your input helps us:
- Recognise and celebrate great service
- Make improvements that matter to you
- Ensure our services are safe, accessible, and person-centred
Complete our online feedback form
Suitable for compliments, suggestions or complaints
Our Complaints Process
We take all feedback seriously — whether it’s a compliment, suggestion, or complaint. Complaints are an important way for us to identify problems, improve our services, and ensure every person feels safe and respected when using our service. You have the right to make a complaint without fear of negative consequences. We will treat your concerns fairly, confidentially, and in line with our Feedback and Complaints Policy and Privacy Policy
How to make a complaint
You can submit a complaint at any time:
- Online: Feedback form
- By email: email us
- By phone: 0415 617 313
- In writing: PO Box 2928, Burleigh Waters, QLD 4220
- In person: Speak to any staff member
What happens next
- Acknowledgement – We will confirm we’ve received your complaint within 5–7 working days, letting you know how we will investigate it and who your contact person will be.
- Investigation – We will work with you to understand your concerns and the outcome you would like. We may contact you to clarify details.
- Resolution – Our aim is to resolve all complaints within one month. If we need more time, we’ll let you know why and give you an updated timeframe.
- Follow-up – Within two months of resolution, we will follow up to check whether you are satisfied with the outcome.
We only share complaint details with those directly involved in resolving it. If we need to speak with others to resolve your concern, we will ask your permission first.
If you’re not satisfied with the outcome
If we are unable to resolve your complaint to your satisfaction, you have the right to refer the matter to an external agency for review. Depending on the nature of your concern, you may choose to contact:
Australian Health Practitioner Regulation Agency (AHPRA) – for concerns about a registered health practitioner’s conduct, performance, or health.
Website: www.ahpra.gov.au | Phone: 1300 419 495
Office of the Australian Information Commissioner (OAIC) – for concerns about privacy and the handling of your personal information.
Website: www.oaic.gov.au | Phone: 1300 363 992
Queensland
Office of the Health Ombudsman
Phone: 133 646
Website: www.oho.qld.gov.au
New South Wales
Health Care Complaints Commission (HCCC)
Phone: 1800 043 159
Website: www.hccc.nsw.gov.au
Victoria
Health Complaints Commissioner
Phone: 1300 582 113
Website: www.hcc.vic.gov.au
South Australia
Health and Community Services Complaints Commissioner (HCSCC)
Phone: 1800 232 007 (toll-free in SA) or (08) 7117 9313
Website: www.hcscc.sa.gov.au
Western Australia
Health & Disability Services Complaints Office (HADSCO)
Phone: 1800 813 583
Website: www.hadsco.wa.gov.au
Tasmania
Health Complaints Commissioner Tasmania
Phone: 1800 001 170
Website: www.healthcomplaints.tas.gov.au
Northern Territory
Health and Community Services Complaints Commission
Phone: 1800 004 474
Website: www.hcscc.nt.gov.au
Australian Capital Territory (ACT)
ACT Human Rights Commission – Health Services Commissioner
Phone: (02) 6205 2222
Website: www.hrc.act.gov.au
PO Box 2928