Patient Complaints Procedure – Smile Craft Dental
At Smile Craft Dental, we are committed to delivering high-quality, personalised dental care in a warm and welcoming environment. We understand that concerns may occasionally arise, and we value all feedback as it helps us continuously improve our services. This complaints procedure explains how concerns are managed respectfully, promptly, and in accordance with Australian dental regulations and professional standards.
Step 1: Raising a Concern
If you wish to make a complaint, we encourage you to do so as soon as possible so the matter can be addressed promptly. Complaints may be submitted through any of the following methods:
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In person: Speak with our reception team or your treating dentist during your visit
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By phone: Contact our practice directly
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By email: manager@smilecraftdental.com
When submitting a complaint, please provide as much information as possible, including:
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A description of the issue
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The date and time of the appointment
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Names of staff involved (if applicable)
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Your preferred outcome or resolution
Step 2: Complaint Acknowledgement
We will acknowledge receipt of your complaint within two business days. All complaints are handled confidentially and with courtesy and respect.
Step 3: Complaint Review
Your complaint will be reviewed thoroughly by the Practice Manager or Practice Owner. This may involve:
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Reviewing clinical records and relevant documentation
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Discussing the matter with staff members involved
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Contacting you if further information or clarification is required
We are committed to ensuring all complaints are assessed fairly and impartially.
Step 4: Resolution and Response
We aim to provide a clear verbal or written response within 14–30 business days. Our response will outline:
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An explanation of the issue
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Findings from the review
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Any actions taken to resolve the concern or prevent recurrence
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Available remedies or follow-up options
If additional time is required, we will inform you and provide an updated timeframe.
Step 5: Further Options
If you are not satisfied with our response, you may escalate your concern to one of the following external organisations:
Dental Board of Australia
Website: www.dentalboard.gov.au
Phone: 1300 419 495
Australian Health Practitioner Regulation Agency (AHPRA)
Website: www.ahpra.gov.au
Phone: 1300 419 495
Health Care Complaints Commission (HCCC) – New South Wales
Email: hccc@hccc.nsw.gov.au
Phone: 1800 043 159
Our Commitment to You
At Smile Craft Dental, patient satisfaction is our highest priority. We take every complaint seriously and view feedback as an opportunity to improve our care, communication, and service standards.
Thank you for giving us the opportunity to address your concerns. We remain committed to providing excellent dental care and building strong, lasting relationships with our patients and community.