Date of recording: 5 May, 2026

Speakers:
Dr Vicki Rozos – Head of Advisory Services, ADA NSW
Jacqueline Fredman – Executive Director, Assessment and Investigation
Annette Nguyen – Senior Regulatory Coordinator (Intake and Enquiries)

This informative video explores the vital role of the Health Care Complaints Commission (HCCC) in maintaining professional standards and safeguarding patients within the dental environment. This session will provide a clear overview of how complaints are managed in NSW, what dental professionals can expect during the process, and how to respond effectively and professionally.

Whether you’re a dentist, oral health therapist, dental student or practice manager, this webinar will help you better understand your obligations and rights, while promoting a culture of transparency, accountability, and patient safety.

Topics

• The role and responsibilities of the HCCC in NSW healthcare regulation
• How complaints are received, assessed, and managed
• The complaints process: what happens step-by-step
• Common issues in dental complaints
• Best practices for responding to complaints
• Tips for reducing risk and improving patient communication

Learning Outcomes

By the end of this recording, participants will be able to:

• Understand how the HCCC operates within the regulatory landscape
• Navigate the complaints process with confidence
• Apply practical strategies to minimise complaints
• Reduce their professional risk
• Strengthen patient communication and professional practice