At SA Eye Specialists, we are committed to fostering a professional, safe, and respectful environment for our patients, staff, contractors, and partners.
This Grievance Policy outlines how concerns, complaints, or disputes can be raised and addressed in a fair, confidential, and timely manner.
This policy applies to:
All SA Eye Specialists staff
Patients and visitors interacting with our clinic
Any person affected by the actions, conduct, or decisions of SA Eye Specialists or its representatives
A grievance is any concern, complaint, or issue related to:
Workplace behaviour (e.g. bullying, harassment, discrimination)
Work practices, clinical processes, or communication
Breach of policy, professional conduct, or ethical standards
Service dissatisfaction or treatment concerns raised by patients
SA Eye Specialists is committed to:
Treating all grievances seriously and respectfully
Ensuring confidentiality and impartiality in the process
Providing an opportunity for all parties to be heard
Striving for resolution at the earliest possible stage
Preventing victimisation or disadvantage to anyone raising a genuine concern
Grievances can be raised in the following ways:
Informal Resolution
Whenever possible, we encourage concerns to be raised directly with the person involved or with the Practice Manager to resolve matters quickly and respectfully.
Formal Grievance
If informal resolution is not possible or appropriate, a formal grievance can be lodged in writing by emailing:
admin@saeyespecialists.com.au (subject line: “Formal Grievance”)
Please include:
Your name and contact details
A clear description of the concern
Any supporting information or documentation
Acknowledgement – The grievance will be acknowledged within 5 business days.
Assessment – The Practice Director or appointed delegate will assess the matter and determine next steps.
Investigation – If required, an impartial investigation will be conducted to gather information from all relevant parties.
Outcome – You will be informed in writing of the outcome and any actions taken.
Appeal – If you are unsatisfied with the outcome, you may request a review by the Practice Director or an independent representative.
All grievances will be managed confidentially. Information will only be shared with those directly involved in investigating or resolving the issue.
No person will be penalised or treated unfairly for lodging a genuine grievance or participating in an investigation.
SA Eye Specialists reviews all grievances to identify any trends or areas for improvement in our workplace culture, patient care, and administrative processes.
For questions or to raise a grievance, please contact:
Grievance Officer
SA Eye Specialists
📧 admin@saeyespecialists.com.au
📞 (08) 8243 0900
The practicing specialists at SA Eye Specialsits are active members and fellows of multiple organisations including
