Complaints and feedback
Raise complaints with Privacy Officer Paul Smith (acknowledged within 7 days, investigated within 30) with external options including the OAIC and the HCCC.
Last reviewed 8 August 2026
Complaints and feedback go to our Privacy Officer, Paul Smith, at privacy@norwestwellbeing.com.au or (02) 8069 9777. Every complaint is acknowledged within 7 days and investigated within 30 days, and if you're not satisfied with our response, independent external bodies can review it.
What this covers
Any concern about your experience with Norwest Wellbeing: how your personal information was handled, the service you received, billing, communications, or anything else you feel went wrong. Positive feedback and suggestions are welcome through the same channels. They shape how we improve.
What happens when you complain
- Contact the Privacy Officer by email or phone with what happened and what outcome you're seeking.
- We acknowledge your complaint within 7 days.
- We investigate and respond within 30 days.
External options
If you're not satisfied with our handling, or you'd rather go directly to an independent body:
- Office of the Australian Information Commissioner (OAIC) (1300 363 992) for privacy matters under the Privacy Act.
- NSW Privacy Commissioner (1800 472 679 (1800 IPC NSW)) for NSW health-records privacy matters.
- Health Care Complaints Commission (HCCC) NSW (1800 043 159) for complaints about health service providers in NSW.
Related policies
If your concern is about how your information was stored or accessed, privacy and your records explains our obligations. If it's about what was or wasn't disclosed, see confidentiality.
Who to contact
Privacy Officer: Paul Smith. Privacy@norwestwellbeing.com.au. (02) 8069 9777. General feedback that isn't a complaint can also go to hello@norwestwellbeing.com.au or through /contact. Reception hours are Monday–Friday 9:00 am – 5:00 pm. See contact us and reception hours.
