Record Complaints Surge at Health Practitioner Ombudsman Amid System Issues
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A 42% spike in complaints to the National Health Practitioner Ombudsman (NHPO) last year, reaching a new high of 980, underscores growing dissatisfaction with Australia’s health regulatory processes. The surge was largely fueled by problems with a new AHPRA registration system and increasing concerns about notification handling.
Registration Troubles Drive Complaint Increase
The AHPRA registration process saw complaints nearly triple, jumping from 123 to 355 as the agency transitioned to a new operating system. The Ombudsman anticipated an increase following the system’s March launch and the subsequent May registration deadline for nurses and midwives, and reported a rise in inquiries during that period.While the peak registration renewal period under the new system, due at the end of September, falls outside the scope of the NHPO’s annual report timeframe, AHPRA maintains it was prepared for the challenges.
“We have supported doctors during their renewal period with a range of resources, step-by-step guides and troubleshooting tips on the AHPRA portal help center,” a spokesperson told newsGP, noting that only 38 medical practitioners lodged complaints related to registration renewal this year.
Notification Handling Remains a Key Concern
Beyond registration issues, complaints regarding AHPRA’s handling of notifications – reports about potential breaches of professional standards – also rose significantly, increasing by 17% to 508. This represents more than half of all complaints received by the NHPO and is described as “consistent” with previous trends.The data reveals that medical practitioners generated the most complaints regarding AHPRA’s work, accounting for 566 total complaints, up from 453 the previous year, with 336 specifically related to notifications.
Historically, the majority of complaints to the Ombudsman originate from the individual who initially made the notification, a pattern that continued this year. The NHPO’s jurisdiction is limited to complaints about the regulator – AHPRA – and dose not cover the thousands of notifications managed directly by state-level bodies like the Queensland Office of the health Ombudsman (OHO) and the Health Professional Councils Authority (HPCA) in New south Wales.
Fee Increases and System Complexity Add to Frustration
A sharp rise in complaints related to medical practitioner registration was also linked to an increase in the Medical Board fee, which reached $1027 last year – significantly higher than fees for other health professions. however, the NHPO report notes that most of these complaints were not investigated, as the fee increase remained below the consumer price index.
The Ombudsman’s report also highlights broader systemic confusion, noting that “many consumers are unsure which organisation to contact and that referral processes between entities can lead to delays and dissatisfaction.” This observation informed the NHPO’s input into the Federal government’s recent ‘complexity review’ of the national Scheme.
positive Trends Emerge, But Workload Remains High
Despite the record number of complaints, the NHPO reported receiving “significantly fewer” complaints about registrations by the end of June 2025, attributing this enhancement to AHPRA’s resolution of initial system issues and the conclusion of the peak registration period. AHPRA acknowledged “initial bumps” with the new case management system, which replaced a system in place as 2010.
However, the increased volume of notifications – 12,744 notifications about 9087 doctors, representing over half of the 22,658 notifications for all health practitioners – continues to strain the regulator’s resources, leading to a build-up of more complex cases. The Ombudsman emphasizes that complaints involving the medical profession are consistently more frequent due to the profession’s size and the high number of notifications received annually.
Ultimately, 6.1% of registered doctors were the subject of a complaint in the last financial year, though a breakdown by medical specialty is not publicly available. AHPRA has accepted all 17 recommendations from the NHPO’s review of its framework for managing vexatious notifications, signaling a commitment to addressing ongoing concerns and improving the regulatory process.
