Key messages

  • Every private health facility has a complaints officer.
  • The patient, or someone representing them, can make a complaint about a Victorian private health facility.
  • If the patient is not satisfied by the response from the facility, they can then turn to the Health Services Commissioner or the Private Hospitals Unit at the Department of Health & Human Services.

Raising concerns with the facility

Complaints about a:

  • private hospital
  • day procedure centre
  • mobile health service
  • bush nursing hospital
  • cosmetic provider

should be raised with the facility’s complaints officer first.

Every private health service establishment is required to have a complaints officer. The proprietor must take reasonable steps to make sure patients and staff know who the complaints officer is.

Making a complaint can be constructive because:

  • if a patient is not happy with their experience at a private health service establishment, this will alert the facility to a problem they might not know about
  • if something has gone wrong, the facility can use the complaint as an opportunity to make improvements
  • a complaint can not only result in a satisfactory explanation but also lead to improvements in the way the facility staff communicate with patients.

When the proprietor of a private health service establishment receives a complaint, they have to:

  • act on the complaint as quickly as possible
  • deal with the complaint as discreetly as possible in the circumstances
  • tell the patient what action will be taken
  • take reasonable steps to make sure the patient is not adversely affected because they made a complaint.

Dissatisfaction with the private health service establishment’s response

If a patient is not satisfied with the facility’s response to their complaint, they can then direct it to the:

  • Health Complaints Commissioner - an independent Victorian body that investigates complaints about health service providers
  • Private Hospitals Unit, which investigates complaints about the safety of patients and the quality of care in Victoria’s registered private health facilities.

Private hospitals

  • Contact details for private hospitals
    Name Address Suburb Postcode Phone
    Albert Road Clinic 31 Albert Road Melbourne 3004 03 9256 8311
    Ballan District Health & Care 33 Cowie Street Ballan 3342 03 5366 7900
    Beleura Private Hospital 925 Nepean Highway Mornington 3931 03 5976 0888
    Bellbird Private Hospital 198 Canterbury Road Blackburn South 3130 03 9845 2333
    Brunswick Private Hospital 82 Moreland Road Brunswick 3056 03 9385 1111
    Cabrini Brighton 243 New Street Brighton 3186 03 9508 8777
    Cabrini Health Elsternwick Rehabilitation 494 Glenhuntly Road Elsternwick 3185 03 9508 5200
    Cabrini Hopetoun Rehabilitation 2-6 Hopetoun Street Elsternwick 3185 03 9508 5100
    Cabrini Malvern 181-183 Wattletree Road Malvern 3144 03 9508 1222
    Cabrini Prahran 646 High Street Prahran East 3181 03 9508 1000
    DAYHAB 51 Norfolk Street Glen Waverley 3150 1800 329 422
    Delmont Private Hospital 298 Warrigal Road Glen Iris 3164 03 9805 7333
    Donvale Rehabilitation Hospital 1119-1121 Doncaster Road Donvale 3111 03 9841 1400
    Dorset Rehabilitation Centre 146 Derby Street Pascoe Vale 3044 03 8371 9477
    Epping Private Hospital Level 1,230 Cooper Street Epping 3076 TBA
    Epworth Cliveden 29 Simpson Street East Melbourne 3002 03 9419 7122
    Epworth Eastern 1 Arnold Street Box Hill 3128 03 8807 7100
    Epworth Freemasons 166 Clarendon Street & 320 Victoria Parade East Melbourne 3002 03 9483 3833
    Epworth Geelong 1 Epworth Place Waurn Ponds 3216 03 5271 7777
    Epworth Hawthorn 46-52 Burwood Road Hawthorn 3122 03 9415 5777
    Epworth Rehabilitation Brighton 85-91 Wilson Street Brighton 3186 03 9592 9144
    Epworth Rehabilitation Camberwell 888 Toorak Road Camberwell 3124 03 9809 2444
    Epworth Richmond 89 Bridge Road Richmond 3121 03 9426 6666
    Essendon Private Clinic 35 Rosehill Road Essendon West 3040 03 9337 9577
    Euroa Health Inc 36 Kennedy Street Euroa 3666 03 5795 0200
    Frances Perry House Cnr Grattan Street & Flemington Road Parkville 3052 03 9344 5000
    Frankston Private Hospital 5 Susono Way Frankston
    3199 03 9781 6900
    Glenferrie Private Hospital 29 Hilda Crescent Hawthorn
    3122 03 9009 3800
    Habitat Therapeutics 117 Helms Street Newcomb 3219 0403 228 986
    Heyfield Hospital Incorporated 14 Licola Road Heyfield 3858 03 5139 7979
    Holmesglen Private Hospital 490 South Road Moorabin 3189 03 9926 7500
    Jessie McPherson Private Hospital 246 Clayton Road Clayton 3168 03 9594 2776
    John Fawkner Private Hospital 275 Moreland Road Coburg 3058 03 9385 2500
    Knox Private Hospital 262 Mountain Highway Wantirna 3152 03 9210 7000
    La Trobe Private Hospital Cnr Plenty Rd & Kingsbury Drive Bundoora 3083 03 9473 8951
    Linacre Private Hospital 12 Linacre Road Hampton 3188 03 9598 9666
    Malvern Private Hospital 5-9 Wilton Vale Crescent Malvern East 3145 03 9885 9621
    Maryvale Private Hospital 286 Maryvale Road Morwell 3840 03 5132 1200
    Masada Private Hospital 26 Balaclava Road St Kilda East 3183 03 9038 1300
    Melbourne MediBrain and MediSleep Centre 631 Inkerman Road Caulfield North 3161 03 9504 8400
    Melbourne Private Hospital Royal Parade Parkville 3052 03 8341 3400
    Mildura Base Hospital Ontario Avenue Mildura 3500 03 5022 3333
    Mildura Health Private Hospital 220-228 Thirteenth Street Mildura 3500 03 5022 2611
    Mitcham Private Hospital 27 Doncaster East Road Mitcham 3132 03 9210 3222
    Monash House Private Hospital Level 1/271 C layton Road Clayton 3168 03 8394 0700
    Monash Surgical Private Hospital 252-256 Clayton Road Clayton 3168 03 8545 8000
    Murray Valley Private Hospital Nordsvan Drive Wodonga
    3690 02 6055 3100
    Nagambie HealthCare 22 Church Street Nagambie 3608 03 5736 2900
    Neerim District Health Service 29-39 Main Road Neerim South 3831 03 5628 1226
    North Eastern Rehabilitation Centre 134-144 Ford Street Ivanhoe 3079 03 9474 8900
    North Melbourne Renal Care Centre Level1, 185-187 Boundary Road North Melbourne 3051 03 9321 1900
    Northpark Private Hospital Cnr Plenty & Greenhills Roads Bundoora 3083 03 9468 0100
    Peninsula Private Hospital 525 McClelland Drive Frankston 3199 03 9788 3466
    Ringwood Private Hospital 36 Mount Dandenong Road Ringwood East 3135 03 8804 4000
    Shepparton Private Hospital 20 Fitzgerald Street Shepparton 3630 03 5832 1211
    Sir John Monash Private Hospital First Floor / 212-220 Clayton Road Clayton 3168 03 9562 9400
    South Eastern Private Hospital Cnr Heatherton Road &Princes Highway Noble Park 3174 03 9549 6555
    St John of God Ballarat Hospital 101 Drummond Street North Ballarat 3350 03 5320 2111
    St John of God Bendigo Hospital 133 - 145 Lily Street Bendigo 3550 03 5434 3434
    St John of God Berwick Hospital 75 Kangan Drive Berwick 3806 03 8784 5000
    St John of God Frankston Rehabilitation Hospital 255-265 Cranbourne Road Frankston 3199 03 9788 3333
    St John of God Geelong Hospital 80 Myers Street Geelong 3220 03 5226 8800
    St John of God Pinelodge Clinic 1480 Heatherton Road Dandenong 3175 03 8793 9444
    St John of God Warrnambool Hospital 136 Botanic Road Warrnambool 3280 03 5564 0600
    St Vincent's Private Hospital East Melbourne 159 Grey Street East Melbourne 3002 03 9928 6555
    St Vincent's Private Hospital Fitzroy 59 Victoria Parade Fitzroy 3065 03 9411 7111
    St Vincent's Private Hospital Kew 5 Studley Avenue Kew 3101 03 9851 8888
    St Vincent's Private Hospital Werribee 240 Hoppers Lane Werribee 3030 03 9231 1706
    The Avenue Hospital 40 The Avenue Windsor 3181 03 9529 7377
    The Bays Hospital Vale Street Mornington 3931 03 5976 5275
    The Geelong Clinic 98 Townsend Road St Albans Park 3219 03 5248 1155
    The Hader Clinic 6-8 Townsend Road St Albans Park 3219 1800 883 388
    The Melbourne Clinic 130 Church Street Richmond 3121 03 9429 4688
    The Melbourne Eastern Private Hospital 157 Scoresby Road Boronia 3155 03 9720 3388
    The Valley Private Hospital Cnr Police & Gladstone Roads Mulgrave 3170 03 9790 9333
    The Victoria Clinic 324 Malvern Road Prahran 3181 03 9526 0200
    The Victorian Rehabilitation Centre 499 Springvale Road Glen Waverley 3150 03 9566 2777
    Vermont Private Hospital Level 2/645-647 Burwood Highway Vermont South 3133 03 8547 1111
    Wangaratta Private Hospital 134-150 Templeton Street Wangaratta 3677 03 5722 2678
    Warringal Private Hospital 216 Burgundy Street Heidelberg 3084 03 9274 1300
    Waverley Private Hospital 343-357 Blackburn Road Mount Waverley 3149 03 9881 7700
    Western Private Hospital 1-9 Marion Street Footscray 3011 03 9318 3177
    Windsor Private Hospital 20 The Avenue Windsor 3181 03 9521 3843
    Wyndham Clinic 242A Hoppers Lane Werribee 3030 03 9731 6646

Day procedure centres

  • Contact details for day procedure centres
     Facility Name Fac Add Fac Add SUB Pcode Telephone
    Altona Endoscopy Centre Cnr Queen Sargood Streets ALTONA 3018  03 9398 8800
     Ballarat Day Procedure Centre  1119-1123 Howitt Street  BALLARAT  3350  03 5338 2666
     Ballarat Surgicentre  5 - 9 Woods Street  SOLDIERS HILL  3350  03 5303 0190
     Bayside Day Procedure and Specialist Centre  141 Cranbourne Road  FRANKSTON  3199  03 9770 0178
     Bayside Endoscopy Day Hospital  441 South Road  BENTLEIGH  3204  03 9553 2422
     Bayswater Day Procedure and Specialist Centre  664 Mountain Highway  BAYSWATER  3153  03 9781 4434
     Bendigo Day Surgery  1 Chum Street  BENDIGO  3550  03 5444 3533
     Bentleigh Surgicentre  157 Jasper Road  BENTLEIGH  3204  03 9557 5366
     Berwick Surgicentre  22 Langmore Lane  BERWICK  3806  03 9768 9210
     Casey Day Procedure and Specialist Centre  1A / 30-32 Verdun Drive  NARRE WARREN  3805  03 9781 4434
     Casey Radiation Oncology Centre  55 Kangan Drive  BERWICK  3806  03 8794 3806
     Chelsea Heights Day Surgery and Endoscopy  93 Wells Road  CHELSEA HEIGHTS  3196  03 9771 7177
     Chesterville Day Hospital  28 Chesterville Road  CHELTENHAM  3192  03 9585 3777
     Clinic of Cosmetic Medicine  1102/9 Yarra Street  SOUTH YARRA  3141  03 9824 2500
     Coburg Endoscopy Centre  15 Munro Street  COBURG  3058  03 9386 4422
     Corymbia Day Hospital  92  David Street  DANDENONG  3175  03 9791 3533
     Dandenong Eye Clinic & Day Surgery Centre  1-3 Falkiner Crescent  DANDENONG  3175  03 9794 7515
     Darebin Endoscopy Services  42 Station Street  FAIRFIELD  3078  03 9486 6398
     Diamond Valley Renal Care Centre  15 Grimshaw Street  GREENSBOROUGH  3088  03 9432 1616
     Dr Scope  493 Ballarat Road  SUNSHINE  3022  03 9044 4200
     East Melbourne Day Procedure Centre  118 Wellington Parade  EAST MELBOURNE  3002  03 9419 2922
     East Melbourne Specialist Day Hospital  23 Clarendon Street  EAST MELBOURNE  3002  03 9473 4600
     Eastside Endoscopy Centre  33 Wantirna Road  RINGWOOD  3134  03 9879 8422
     Epping Radiation Oncology Centre  230 Cooper Street  Epping  3076  03 9409 8000
     Essendon Day Procedure Centre  1/665 Mount Alexander Road  MOONEE PONDS  3039  03 9326 2666
     Forest Hill Dialysis Clinic  69 Mahoneys Road  FOREST HILL  3131  03 9845 3800
     Frankston Radiation Oncology Centre  24 - 28 Frankston-Flinders Road  FRANKSTON  3199  03 9781 8200
     Fresenius Medical Care Sunshine Dialysis Clinic  Level 1, 147-149 Furlong Road  SUNSHINE  3021  02 9466 8015
     Genesis Care Radiation Oncology Centre at  Cabrini Hospital Malvern  183 Wattletree Road  MALVERN  3144  03 9597 6900
     Genesis Care Radiation Oncology Centre St Vincent's Hospital Melbourne  41 Victoria Parade  FITZROY  3065  03 9427 6500
     Glen Eira Day Surgery  544 Hawthorn Road  CAULFIELD SOUTH 3162
     
     03 9595 6666
     Glen Iris Private  314 Warrigal Road  GLEN IRIS  3146  03 9808 7111
     Goonawarra Day Hospital  1-11 Dornoch Drive  SUNBURY  3429  03 9744 9999
     Greensborough Day Surgery  9-13 Flintoff Street  GREENSBOROUGH  3088  03 9431 9300
     Hampton Day Hospital  338 South Road  HAMPTON EAST  3188  03 9781 4434
     Heidelberg Endoscopy and Day Surgery Centre  177-179 Northern Road  HEIDELBERG HEIGHTS  3081  03 9458 2200
     Hyperbaric Health Wound Centre Berwick  3 Gibb Street  BERWICK  3806  03 9707 1420
     Hyperbaric Health Wound Centre Bundoora  Cnr Plenty Road & Kingsbury Drive  BUNDOORA  3083  03 9383 6505
     Icon Cancer Centre Freemasons  166 Claredon Street  EAST MELBOURNE  3002  03 9483 3331
     Icon Cancer Centre Richmond  Level 4 Epworth Centre, 32 Erin Street  RICHMOND  3121  03 9936 8277
     Icon Cancer Centre Warrnambool  26 – 30 Ryot Street,  WARRNAMBOOL  3280  03 5565 2000
     Icon Integrated Cancer Centre The Valley  535-539 Police Road,  MULGRAVE  3170  03 8726 1600
     Imaging@Olympic Park Pty Ltd  60 Olympic Boulevard  MELBOURNE  3004  03 9420 1700
     Ivanhoe Endoscopy Centre  2/226 Upper Heidelberg Road  IVANHOE  3079  03 9497 1344
     Jolimont Endoscopy Centre  19/201 Wellington Parade South  EAST MELBOURNE  3002  03 9654 8033
     Keilor Private  12A Kennedy Street  KEILOR  3036  03 8340 6400
     Kew Endoscopy  Suites 5 /828 High Street  KEW EAST  3103  03 9851 6044
     Malvern Dialysis Clinic  1133 Malvern Road  MALVERN  3144 03 8823 7800 
     Manningham Private Hospital  Suite 304, Level 3, 200 High Street  TEMPLESTOWE LOWER  3107  03 8850 0590
     Marie Stopes International East St Kilda  338 Dandenong Road  ST KILDA EAST  3182  03 9527 2478
     Marie Stopes International Maroondah  411 Dorset Road  CROYDON  3136  03 9724 9377
     Melbourne Day Surgery Centre  961 Glenhuntly Road  CAULFIELD SOUTH  3162  03 9569 3030
     Melbourne Endoscopy  Suite 9, Level 3 / 517 St Kilda Road  MELBOURNE  3004  03 9867 4828
     Melbourne Endoscopy Monash Day Procedure Centre  277 Clayton Road  CLAYTON  3168  03 9562 7433
     Mornington Endoscopy  Suite 1, 350 Main Street  MORNINGTON  3931  03 5973 4444
     New Age Dental  Suite 5, Level 1/20 Scholar Drive  BUNDOORA  3083  0433 172 625
     Noble Park Endoscopy Centre  1304 Heatherton Road  NOBLE PARK  3174  03 9706 9833
     Northwest Day Hospital  221 Maribyrnong Road  ASCOT VALE  3032  03 9370 4366
     Nunyara Centre  112-116/445 Princes Hwy  OFFICER  3809  0405 196 157
     Panch Day Surgery Centre  Level 4, 84 Hotham Street  PRESTON  3072  03 8560 0677
     Paras Clinic  Suite 10, 45 Collins Street  MELBOURNE  3000  03 9662 1863
     Reservoir Private Hospital Day Procedure Centre  73-75 Pine Street  RESERVOIR  3073  03 9460 4467
     Ringwood Radiation Oncology Centre  36 Mount Dandenong Road  RINGWOOD EAST  3135  03 8870 3300
     Rosebud Day Hospital  29 Boneo Road  ROSEBUD WEST  3939  03 9781 4434
     Rosebud Endoscopy  20 Boneo Road  ROSEBUD WEST  3135  03 5986 4444
     Sir John Monash Private Hospital  First Floor / 212-220 Clayton Road  CLAYTON  3168  03 9562 9400
     Skin and Cancer Foundation Incorporated  Level 1, 80 Drummond Street  CARLTON  3053  03 9623 9400
     Skin Cancer Day Surgery  19 Cleveland Road  ASHWOOD  3147  03 9888 3590
     South Yarra Medical Clinic  668 Chapel St  SOUTH YARRA  3141  03 9824 1600
     Southern Eye Centre Day Surgery and Laser Clinic  44 Cranbourne Road  FRANKSTON  3199  03 9783 5245
     Specialist Surgicentre Docklands  Tenancy 2/22 Rakaia Way  DOCKLANDS  3008  03 5222 4098
     Specialist Surgicentre Geelong  200 Malop Street  GEELONG  3220  03 5222 4098
     Springvale Endoscopy Centre and Day Hospital  20 Balmoral Avenue  SPRINGVALE  3171  03 9548 0600
     St Albans Endoscopy Centre  328-330 Station Road  ST ALBANS  3021  03 9364 0033
     St John of God Berwick Day Oncology Centre  Level 1, 55 Kangan Drive  BERWICK  3806  03 9709 1414
     St Kilda Day Hospital  26A Dickens Street  ELWOOD  3184  03 9537 3638
     Stonnington Day Surgery  253 Wattletree Road  MALVERN  3144  03 9508 9509
     Sunshine Private Day Surgery  145 Furlong Road  ST ALBANS  3021 03 9366 0666 
     Sydenham Day Surgery  566 Melton Highway  SYDENHAM  3037  03 8361 6400
     The Digestive Heatlh Centre  90 David Street  DANDENONG  3175  03 9791 8788
     The Glen Endoscopy Centre  302 Springvale Road  GLEN WAVERLEY  3150  03 9545 0569
     The Hampton Park Women's Health Care Centre  2-4 Warana Drive  HAMPTON PARK  3976  03 9799 2817
     The Victorian Cosmetic Institute  Suite 2, Level 1, 18-24 Clyde Road  BERWICK  3806  03 9707 0888
     Toorak - Malvern Day Surgery Centre  30-32 Glenferrie Road  MALVERN  3144  03 9500 8888
     Toorak Cosmetic Surgery Day Centre  109 Mathoura Road  TOORAK  3142  03 9826 0977
     Victoria Parade Surgery Centre  100 Victoria Parade  EAST MELBOURNE  3002  03 9650 4000
     Victorian Gut Centre Bundoora  119 Plenty Road  BUNDOORA  3083  03 9466 8466
     Vision Day Surgery Camberwell  27 Denmark Hill Road  HAWTHORN EAST 3123   03 9882 1347
     Vision Day Surgery Eastern  852-856 Whitehorse Road  BOX HILL  3128  03 9899 9611
     Vision Day Surgery Footscray  89 Paisley Street  FOOTSCRAY  3011  03 9689 9233
     Waverley Endoscopy  301 Blackburn Road  MOUNT WAVERLEY  3149  03 9887 8698
     Werribee Endoscopy Centre  179 Princes Highway  WERRIBEE  3030  03 9731 8000
     Western Gastroenterology Services  1/30 Eleanor Street  FOOTSCRAY  3011  03 9318 3399
     Western Radiation Oncology Centre  1 Marion Street  FOOTSCRAY  3011  03 9412 8302
     Westpoint Endoscopy Day Hospital  243 Heaths Road  WERRIBEE  3030  03 9748 7555
     Windsor Avenue Day Surgery  17 Windsor Avenue  SPRINGVALE  3171  03 9548 5555

Mobile health services

Contact details