Concept of Operations: Relating to the introduction of a Personally Controlled Electronic Health Record System
5.2.2 Complaints handling scheme
The PCEHR System Operator will provide a range of avenues for individuals to make enquiries and complaints, including via the call centre, shop fronts and portals. To help support the receipt, tracking, management and escalation of enquiries and complaints, the PCEHR System includes a contact management service (see Section 6.4.7).
Individuals who are unhappy with the way their personal information is handled by the PCEHR System Operator, repository operator or portal operator will have the ability to make a complaint to the PCEHR System Operator. If they are not satisfied with the response, they may escalate their complaint to a range of regulators, including the Australian Information Commissioner and state or territory privacy or health service regulators (where relevant).
The Commonwealth, in collaboration with the states and territories, is developing proposals for a single entry point for PCEHR privacy complaints, which are then referred to the appropriate regulator(s). It is likely that this will be an administrative arrangement rather than a legislative one.