Feedback & Complaints Process
Your experience is valuable to us. We are committed to clinical safety, professional excellence, and continuous improvement across our Victoria practice rooms.
Share Your Feedback or Suggestions
If you had a positive experience, have suggestions for our clinical templates, or want to share feedback about your patient journey, please contact us directly:
- Email: feedback@mineuro.com.au
- Phone Central: +61 3 9000 0002
- Postal Mail: Quality Assurance Liaison, Surrey Hills Neurosurgical Rooms, Surrey Hills VIC 3127
Formal Clinical Complaints Handling
If you have concerns regarding your care, billing, or communications, we take these matters extremely seriously. We adhere to a structured, transparent resolution protocol:
Step 1: Informal Discussion
We encourage you to first discuss any concerns directly with our Practice Manager or Dr Aliashkevich during your consultation. Many issues can be resolved rapidly through open, professional communication.
Step 2: Formal Written Complaint
If your concern is not resolved, please submit a written complaint to complaints@mineuro.com.au. We will acknowledge receipt within 2 business days and complete an internal clinical/administrative review within 7 business days, providing you with a detailed response.
Step 3: External Independent Escalation
If you are not satisfied with our internal review, you can escalate the matter to the independent **Health Complaints Commissioner (HCC) of Victoria**, who mediates health service complaints across the state:
- Website: hcc.vic.gov.au
- Toll-Free Phone: 1300 582 113