Complaints and Feedback
We take all concerns seriously and aim to respond within 2 business days
Step 1: Contact Us
We encourage you to contact us directly first. Most concerns can be resolved quickly through direct communication.
Primary Contact
Email: office@downscale.com.au
Contact Person: Justin Black (Clinic Director)
Response Time: Within 2 business days
What to include in your email: Your name, appointment date (if applicable), details of your concern, and how you'd like us to resolve the issue.
Step 2: Escalate to Health Agencies (if unresolved)
If your concern relates to clinical care or conduct, you may contact:
AHPRA
Australian Health Practitioner Regulation Agency
Website: ahpra.gov.au
Phone: 1300 419 495
For: Clinical conduct, professional standards
State Health Complaints
State-based health complaint bodies
NSW: Health Care Complaints Commission
QLD: Health Ombudsman
VIC: Health Complaints Commissioner
Others: Contact your state health department
Privacy Concerns
Privacy-related complaints may be submitted to the:
Office of the Australian Information Commissioner (OAIC)
Website: oaic.gov.au
Phone: 1300 363 992
For: Privacy breaches, data handling concerns
Halaxy Data
Halaxy securely stores all clinical records. If you believe Halaxy has mishandled your data, complaints can be made directly to Halaxy or via the OAIC.
Halaxy Contact: support@halaxy.com
Halaxy Website: halaxy.com
Our Commitment to You
We value your feedback and are committed to continuously improving our services. Every complaint is taken seriously and helps us provide better care.
Downscale Weight Loss Clinic
Email: office@downscale.com.au
ABN: 23 693 026 112
ACN: 693 026 112
Clinic Director: Justin Black