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Second Opinions, Without Borders

Med Mend Complaints Policy.

Last updated: 2 September 2026

This Complaints Policy explains how to raise a concern about the clinical service you received through Med Mend, and how we handle it.

This policy is distinct from — and should not be confused with — our Privacy Policy (medmend.app/privacy), which covers complaints about how your personal or health information has been handled, and our Refund Policy, which covers requests for a refund. If your concern relates to privacy or payment, please refer to those policies instead; if you are unsure which applies, contact us and we will direct your complaint appropriately.

You may lodge a complaint under this policy about matters such as:

  • Whether the report or consultation was delivered in the format described for the service you purchased (for example, a written report or a video consultation);
  • Whether a specialist appeared to review the records, information and questions you submitted;
  • Delays in the delivery of your consultation beyond the timeframes stated at the time of purchase;
  • The professional conduct of a specialist during your interaction with them through the platform;
  • Any other aspect of the service you received (as distinct from the clinical opinion itself) that fell short of what Med Mend describes on its platform.

 

This policy does not cover disagreement with the clinical content of an opinion — including whether it is correct, adequate, conclusive or a diagnosis or recommendation you believe is wrong. A specialist may, in their professional judgment, decline to give a definitive answer to a question, or state that a conclusive opinion cannot be reached on the information available — this is a legitimate clinical decision, not a service failure, and is not something Med Mend reviews.

If you disagree with an opinion you have received, or feel it did not go far enough, we encourage you to discuss it with your treating physician or surgeon, as our service directs. Concerns about the clinical judgment of a specialist are a matter for that specialist’s professional regulatory authority.

Med Mend is a connection platform, not a healthcare provider. We do not provide treatment, diagnose conditions or practise medicine. We do not evaluate, endorse or second-guess the clinical content of any opinion you receive — including whether it is correct, adequate or appropriate to act on. That is a matter of professional clinical judgment reserved to the independent specialist and, where relevant, their professional regulatory authority; it is never a matter Med Mend assesses.

What we can and will review is the service you received — for example, whether your case and records were properly reviewed, whether the report or consultation was delivered in the format described for the service you purchased, whether stated timeframes were met and whether the specialist’s conduct met the professional standards expected of platform participants under their Specialist Platform Participation Agreement.

Where a complaint raises a question about the clinical judgment of a specialist, we will refer you to that specialist’s relevant professional regulatory authority, consistent with our Privacy Policy.

You can lodge a complaint by emailing us at complaints@medmend.app, or through the Contact Us section of the Med Mend platform. Please include:

  • Your case reference number;
  • A description of your concern;
  • What outcome you are seeking.

 

An Authorised Representative (as defined in our Privacy Policy and Data Policy) may lodge a complaint on behalf of a minor or a capacity-impaired adult in their care.

We ask that complaints be lodged within 60 days of the delivery of your consultation, so that the details are still fresh and the relevant specialist can be properly consulted. We may still consider a complaint lodged after this period at our discretion, particularly where there is a reasonable explanation for the delay.

If you believe your complaint about a specialist’s conduct or the service you received requires urgent attention — for example, a serious concern about how a specialist behaved, or a serious breach of confidentiality — please mark it as urgent when you contact us.

We will treat urgent complaints as a priority for expedited internal handling and, where appropriate, prompt referral to the specialist involved or their professional regulatory authority. This urgent pathway does not extend to disagreement with the clinical content of an opinion, which Med Mend does not assess (see Section 2).

Med Mend is not an emergency service and cannot respond in real time. If you believe you are facing a medical emergency, or have any concern about your immediate health or safety, please contact your treating doctor or local emergency services immediately rather than waiting for a response from us.

For non-urgent complaints, we will acknowledge your complaint within 2 business days and aim to provide a substantive response within 30 days. “Business days” means business days in New South Wales, Australia. If your complaint requires more time — for example, because it involves obtaining information from the specialist involved — we will let you know and provide an updated timeframe.

Where a complaint concerns a specialist, we will give that specialist a reasonable opportunity to respond to the substance of the complaint before we reach an outcome, except where we consider immediate action is necessary to protect patient safety.

Complaints are handled fairly, confidentially and at no cost to you. Findings from clinical service complaints are reported to Med Mend’s Clinical Governance Committee as part of our ongoing quality and safety review, consistent with our Privacy Policy.

Depending on the nature and findings of your complaint, an outcome may include (but is not limited to): an explanation of what occurred, a correction or clarification to your report where appropriate, referral of the matter to the specialist’s professional regulatory authority, review of the specialist’s ongoing participation on the platform, or referral to our Refund Policy where a refund may apply.

Lodging a complaint under this policy does not, by itself, entitle you to a refund. Refund eligibility is governed separately by our Refund Policy.

Any outcome specifically relating to a specialist’s ongoing participation on the platform, or other action taken directly against a specialist, is a confidential matter between Med Mend and that specialist. We will let you know that your complaint has been reviewed and, where appropriate, the general nature of the outcome, but we are not able to disclose the specific action taken against a specialist.

If you are not satisfied with our response, you may escalate your complaint by asking that it be reviewed by a member of Med Mend’s leadership not involved in the original response. Where your complaint concerns the professional conduct or clinical judgment of a specialist, you may also lodge a complaint directly with that specialist’s professional regulatory authority (such as AHPRA or the equivalent body in their jurisdiction); we will assist you in identifying the correct authority on request.

Nothing in this policy limits any rights or remedies you may have under the Australian Consumer Law or other applicable law.

Lodging a complaint in good faith will not affect your ability to use Med Mend’s services in future.

Med Mend is committed to taking every complaint seriously. Where a complaint is frivolous, vexatious or made in bad faith, we reserve the right to decline to respond further, while still recording the matter for internal purposes.

We may update this Complaints Policy from time to time. Material changes will be notified on this page with an updated “last updated” date.