How do I provide feedback or make a complaint?

How to give feedback or make a complaint to Abby Health

You can give feedback or make a complaint to Abby Health through Live Chat in the app, by email at support@abbyhealth.app, or by phone. We acknowledge complaints quickly and aim to resolve them within 30 days. If you would prefer to raise a concern externally — particularly about a clinician's professional conduct — you can also notify AHPRA or, for serious clinical concerns in NSW, the Health Care Complaints Commission.

Why your feedback matters

Feedback is how we get better. Our clinical leadership team — led by Clinical Director Dr Bosco Wu, an AMA NSW Council member — reviews patient feedback and complaints to spot patterns, fix gaps, and lift the standard of care across the network. Your story, even when it is hard to share, helps us care better for the next patient. We treat all feedback with confidentiality and professionalism.

How do I send feedback or a complaint?

You have several channels and can pick whichever feels easiest:

• Live Chat in the app — open the Abby Health app, tap Support, and start a chat. Best for quick service issues or anything you want a fast response on.
• Email — write to support@abbyhealth.app from the email address on your account. Best when you want a written record or are sending attachments.
• Phone — if your matter is urgent and you would prefer to talk, call our patient support line. The number is in the app under Support.
• Web — submit through the Help Centre at abbyhealth.app/help-centre.

What information should I include?

The more detail you can give us, the faster we can investigate. Where you can, include:

• The full name on your account and the email or mobile linked to it.
• The date and rough time of the consult or interaction.
• The clinician's name (if it relates to a specific consult).
• What happened, in your own words.
• What outcome you would like.

Do not include passwords or full payment details. We will never ask you for these — see what Abby will never ask you to do.

What happens after I complain?

Our process is straightforward:

• Acknowledge — you receive confirmation, usually within one business day.
• Triage — your complaint is reviewed and routed to the right team. Clinical concerns go to our clinical leadership for review.
• Investigate — we look at consult notes, recordings of system events, and any other relevant material.
• Respond — we explain what we found and what we will do. We aim to resolve within 30 days.
• Improve — themes from feedback feed into clinical governance, training, and process changes across the network.

What if I am not satisfied with Abby's response?

If you would prefer to escalate, several independent bodies are there for exactly that:

• AHPRA — the Australian Health Practitioner Regulation Agency handles concerns about a registered health practitioner's professional conduct, performance, or health. Notifications can be made at ahpra.gov.au.
• NSW Health Care Complaints Commission (HCCC) — for serious clinical concerns about care provided in NSW. The HCCC investigates complaints about health practitioners and health services. Visit hccc.nsw.gov.au.
• Other state and territory bodies — each state has its own health complaints body (for example, the Health Complaints Commissioner in Victoria). Healthdirect lists them at healthdirect.gov.au.
• Office of the Australian Information Commissioner (OAIC) — for privacy concerns specifically. See the OAIC privacy rights guide.

You do not have to come to us first. You can raise concerns externally at any time.

What about urgent clinical concerns?

Complaints can take time. If your symptoms are severe or worsening, call 000 or go to the nearest emergency department. If you are in mental health crisis, call Lifeline on 13 11 14 or 000. Then, when you are safe, come back to feedback when you are ready.

Can I leave positive feedback too?

Please do — it matters. Patients have given Abby a Trustpilot rating of 4.8, Google 4.8, App Store 4.9, and ProductReview 5.0. Abby Health internal data, Q1 2026. Telling us when something has gone right helps us understand what to keep doing, and it lifts the team that cared for you.

How Abby can help

Whether your message is praise, a question, or a serious concern, we want to hear it. Email support@abbyhealth.app from the address on your account, or use Live Chat in the Abby app any day of the week. You can read more about how we operate at abbyhealth.app/about, or book a consult at abbyhealth.app. Abby appointments are bulk billed for eligible patients with a valid Medicare card.