Complaints and Feedback Process
You have the right to raise a concern about your care or experience. Feedback is handled respectfully and will not affect your right to appropriate care.
Start with the clinic
Many concerns can be resolved quickly by speaking with the clinic. Contact the Practice Manager by telephone on (08) 9022 7199, by email at receptionist@smiledentalclinic.com.au, or in writing to Smile Dental Clinic, Shop 7, 84–90 Brookman Street, Kalgoorlie WA 6430.
Please include your name and preferred contact details, what happened and when, who was involved if known, what outcome you are seeking, and any documents that may help. If another person acts for you, we may need your authority before discussing health information.
What happens next
- We acknowledge the complaint and identify the person responsible for reviewing it.
- We may ask for more information and review relevant appointment, account and clinical records.
- Where appropriate, we speak with the people involved while protecting privacy.
- We explain the outcome, any action taken and available review or external options.
We aim to respond within a reasonable period based on complexity and urgency. If more time is needed, we will provide an update where practicable. Making a complaint will not result in adverse treatment. Information is shared only as reasonably necessary to assess the matter or as required by law.
Urgent clinical or safety concerns
For an urgent dental concern, call the clinic rather than relying on email or an online form. A complaint process is not a substitute for timely clinical assessment.
External complaint options
HaDSCO
The Health and Disability Services Complaints Office provides a free, impartial complaint-resolution service for health services in Western Australia. It generally asks that you raise the concern with the provider first, unless that is not possible or there is a significant public-safety risk.
Make a complaint to HaDSCO
Regional free call: 1800 813 583
Ahpra
Ahpra and the Dental Board deal with concerns about the health, conduct or performance of registered practitioners and complaints about regulated-health-service advertising.
OAIC
The Office of the Australian Information Commissioner handles complaints about privacy and personal information under the Privacy Act. The OAIC generally expects you to complain to the organisation first.
Compliments and service feedback
We also welcome compliments and suggestions. Non-clinical feedback may help improve communication, accessibility, facilities and administrative processes. We will not publish clinical testimonials in clinic-controlled advertising.
Official guidance
HaDSCO — Make a complaint · Ahpra — Concerned about a health practitioner · OAIC — Privacy complaints
Policy last reviewed 25 August 2026. This page provides general policy and compliance-risk information, not legal advice.
Contact Smile Dental Clinic
Questions about this policy can be directed to the Kalgoorlie team.
Shop 7, 84–90 Brookman Street, Kalgoorlie WA 6430