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"Feedback, Reviews, Complaints, Resolution, Improvement"
"Feedback, Reviews, Complaints, Resolution, Improvement"

FAQs

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Written by Mitchell Cross
Updated over a month ago

Providing and Receiving Feedback

Q: Will I receive feedback on my progress?

A: Yes, your specialist will review your progress and provide personalised feedback during your regular consultations.

Q: How can I provide feedback about your services?

A: You can provide feedback through our "Patient Portal" using the "Live Chat" function.

Q: How do you gather feedback to improve your services?

A: We regularly collect feedback through surveys, post-consultation reviews, and direct communication with patients to understand their experiences and needs.

Q: What do you do with the feedback you receive?

A: We analyse patient feedback to identify trends and areas for improvement. Changes are then implemented to enhance the quality of our services.


Filing Complaints

Q: How do I file a complaint if I’m unhappy with the service?

A: We’re sorry to hear that. Please submit your complaint through your "Patient Portal" through the "Live Chat" one of our customer support team we’ll address it promptly.

Q: How long will it take for you to respond to my complaint?

A: We aim to respond to all complaints within 48 hours. If you haven’t heard back, feel free to follow up with our team.

Q: Will I be updated on the resolution of my complaint?

A: Yes, we’ll keep you informed about the progress and resolution of your complaint. Let us know if you need further clarification.

Q: What if I’m not satisfied with how my complaint was handled?

A: If you’re not satisfied, you can escalate your complaint to our management team by emailing hello@rumen.com.au

Q: How do you handle legal complaints or disputes from patients?

A: We follow a structured complaint resolution process aligned with Australian Consumer Law, which includes mediation and escalation to relevant health ombudsman services if necessary.

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