His Medical Clinic is committed to transparent, fair and timely resolution of complaints.
1. Lodging a Complaint
Email: care@hismedicalclinic.com
Phone: 1300 177 171
Address: His Medical Clinic, Level 9, 66 Goulburn Street, Sydney, NSW, 2000, Australia
Include:
- Reference number
- Description of issue
- Supporting documentation
We will not tolerate abusive or threatening communications. We may limit engagement where conduct is abusive, threatening, or vexatious, but we will still record the complaint and assess any substantive safety, clinical, privacy, or legal issues raised.
2. Timeframes
- Acknowledgement: within 2 business days
- Investigation: within 14 business days
- Complex matters: up to 30 business days
- Privacy matters: handled in accordance with applicable law, including notification requirements under the Notifiable Data Breaches Scheme (Australia) and equivalent international requirements
We will provide a written outcome.
3. Clinical Complaints
Reviewed by:
- A senior clinician
- A clinical governance representative
- Risk and compliance personnel
Serious clinical incidents are escalated through our incident management process. Where mandatory notifications are required (including to regulators), we will comply with applicable law.
4. Refunds
Refunds may be provided at our discretion or where required by law.
Except where required by law, we generally do not provide refunds for:
- Completed consultations
- Issued prescriptions
- Change of mind
Nothing in this policy limits any non-excludable rights you may have under Australian Consumer Law or equivalent mandatory consumer protections.
Refunds may be provided for:
- Faulty products
- Duplicate charges
- Service errors
Refunds are processed within 5 to 10 business days.
Lodging a complaint does not pause billing. Where a billing dispute is raised, we may place disputed charges under review and, where appropriate, pause enforcement actions while we investigate.
5. Returns
All returns require prior written approval.
We cannot accept returns of:
- Dispensed medications
- Opened products
- Cold chain items
For non-medicine goods, we may request photographs, batch/lot numbers, and proof of purchase. Where a return is approved, we will provide return instructions. Where required by law, we will cover reasonable return shipping costs.
Nothing in this section limits your rights under mandatory consumer protection or medicines safety laws.
6. Shipping Issues
If the issue is caused by His Medical Clinic or our partners, we will replace, refund or resolve the issue (as required by law). If caused by incorrect information provided by you, we may not provide a refund or replacement.
7. International Customers
International customers may be subject to customs duties, local regulatory restrictions, extended delivery times, and different consumer protections. Returns may be limited by local laws.
8. Escalation
If unresolved, you may escalate to:
- OAIC (privacy)
- AHPRA (clinical matters)
- ACCC (consumer matters)
- UK ICO (UK privacy)
- Relevant EU supervisory authority (EU privacy)
- New Zealand Privacy Commissioner (NZ privacy)
- Relevant international regulators