Feedback

Please email feedback@clinicallabs.com.au to provide feedback, compliments and suggestions.  

Australian Clinical Labs takes any Feedback very seriously. We have a comprehensive investigation process that enables us to ensure that we resolve your concern in a timely manner.    

When we receive your feedback, a member of our Team will: 

To help us investigate your feedback efficiently, please provide the following information to help us resolve your feedback: 

• First and last name 
• Date of birth 
• Contact details - email and best contactable phone number 
• Clear and factual details about what went wrong, who was involved and when and where it happened. Dot points help to convey your information concisely. Please also state if you do not wish to be contacted. 

We aim to acknowledge your feedback within 5 business days.  If you have not received acknowledgement of your feedback or your matter is urgent, please contact General Enquiries on 1300 134 111.   

• Our timeframe for a response can vary based on the complexity of the issues you have raised, and the level of investigation required. In some cases, we need to communicate with and interview multiple staff members and gather information to better understand events. 
• We will endeavour to resolve feedback within 20 business days (4 weeks). 
• We encourage you to contact the General Enquiries team should you wish for any further updates on the progress of your feedback. 

Should we need further information from you, we will contact you by phone call or email. 

Any information collected during our review of your feedback will remain confidential. When you return to obtain a service from Australian Clinical Labs, the staff will not be able to see that you have provided feedback about our service previously.    

A member of our team will provide a formal response and outcome to your feedback when the matter has been investigated and resolved.   

If you feel that your feedback has not been dealt with to your satisfaction, you may find it helpful to contact your local State Health Commission. 

The Health Commissions organisations are: 

• The independent office responsible for protecting your health rights 
• Free and impartial 
• Able to confidentially receive feedback about health service providers

 More information about your State Health Commission is available via the links below: