The Ahpra service charter (Service charter), launched in April 2022, sets the standard of service you can expect when interacting with us. It’s our commitment to you.
The Service charter identifies five high-level principles which guide our work to meet our vision for communities to have trust and confidence in regulated health practitioners. The charter then steps out those principles in clearly articulated commitments for our interactions with you.
Our new Service charter is an important part of our regulatory toolkit. It complements the Regulatory Principles, and Regulatory Guide and the National Scheme Strategy. We work to several overarching strategies, guides and principles which are intentionally designed to work together.
Download a PDF version of the Ahpra service charter (68.4 KB, PDF)
This charter is our commitment to you. It is the standard of service you can expect from us.
These service principles guide our work to meet our vision for communities to have trust and confidence in regulated health practitioners.
We will treat you fairly and with respect.
We will listen to you.
We will be clear about what is/isn’t possible and share everything we can.
We will act in a timely way.
We will keep you informed about what is going on, what to expect and when.
We will respect your point of view and try to understand your situation.
We will offer an explanation and apology when a mistake is made.
We will encourage your feedback so we can continually improve.
When you contact us for information, we aim to:
When you seek or
we aim to:
When you raise a
concern* about a
practitioner, we aim to:
When you have a
concern raised about
you, we aim to:
When there are
changes to your
registration, we aim to:
If you make an
Ahpra, we aim to:
There may be times when our ability to carry out this charter is limited by the Health Practitioner Regulation National Law, most commonly with the amount of information we can provide.
*Note that in NSW, Ahpra does not normally manage concerns.