About Us

Complaints Liaison officers (CLO’s) / Patient Relations Coordinators (PRC’s), Patient Representatives, Consumer Advocates: however styled, these positions in the health sector can sometimes lack role definition and can be under resourced and isolated. HSLA aims to meet the needs of CLO’s by sharing information, providing peer support and offering education and training.

HSLA acts as a unified independent voice on matters pertaining to the management and handling of feedback and complaints by advising agencies at all levels, both government and non government, on issues relating to patient liaison and patient representation.

The HSLA recognises the importance of quality and safety in health care premised on an open and responsive health care system for all.

The HSLA values evidence-based, efficient and effective complaints management practices.


HSLA Committee Membership 2018

HSLA Committee members meet once a month at the Health Complaints Commissioner’s office at Level 26, 570 Bourke St, Melbourne. New members are always welcome. We aim to have a diverse representation across all health services: public and private, metropolitan and regional, aged care, mental health and dental.

Jill Warne, Acting ChairpersonSouth West Healthcare
Caroline Rose, Secretary/HCC RepresentativeEngagement Officer Health Complaints Commissioner
Marion Cocker, TreasurerMonash Health