Notifications, Complaints or Claims


Speak with an experienced practitioner anytime of the day

MIPS prides itself on the quality of the independent and confidential advice that our expert professionals provide. This service is included as part of your membership at no additional charge.

When MIPS receives a notification from a member about a claim, complaint, incident or other matter an experienced relevant professional will review and then contact you to discuss in detail. We'll need to discuss clinical practice and aspects of your professional practice not associated with treating patients, such as your own professional conduct or health.

If you are a MIPS member and need advice:

  • for urgent matters contact our 24-hour support service to discuss. An urgent matter is potentially a situation you feel may put you at immediate risk of complaint or claim.
  • For all other matters you can notify us of the incident using our on line Incident notification form online, or call to talk to speak to a members of our Professional Services team.

During normal business hours you can speak with professionals that may include clinicians, professional support officers or legal practitioners. After normal business hours we always have one of these staff members on call to answer urgent matters.

MIPS must be notified when you first become aware of any claim, investigation or proceeding against you. Failure to notify MIPS may prejudice your entitlement to cover, under the insurance policies and MIPS Protections, as outlined in the Member Handbook.

I've had a complaint or adverse event

Receiving a complaint can be stressful. It can knock your confidence. Remember that many healthcare practitioners will receive a complaint at some stage. It is not necessarily an indication of poor clinical performance. Handling a complaint requires time and commitment during a period when you might be feeling at your most vulnerable. 

Contact MIPS as soon as possible and one of our team will provide you with support and help you formulate a response to the complaint.

There has been an adverse event - should I notify MIPS?

You should notify us if a patient suffers a complication from treatment, or if it appears that an incident (an act, error or omission in relation to providing healthcare) may lead to a claim or complaint against you.

By itself, a notification has no adverse impact on your claims history.

I've had a formal disciplinary complaint (eg AHPRA, health complaints body, hospital).

You should notify us as soon as possible if you receive notice of any civil or criminal action against you, or a formal complaint from an official body (eg AHPRA, health complaints body, hospital).

  • Please arrange to obtain copies of relevant medical records relating to the matter.
  • Please do not respond to any lawyer until you have obtained advice from MIPS.
  • If a response is required, start preparing a draft, but do not let this delay you in contacting us

I've received notice of a formal claim for compensation (e.g. statement of claim).

You should notify MIPS as soon as possible if you receive notice of any civil or criminal action against you.

  • Please arrange to obtain copies of relevant medical records relating to the matter.
  • Please do not respond to any lawyer until you have obtained advice from MIPS.

Do I have to pay an excess when I claim?

Do I have to pay an excess when I claim?

Most members have a zero excess. If an excess is applicable the amount will be set out in your Member Benefit Statement. You will be informed of the amount in advance of receiving your invitation to apply for renewal of membership.

What types of claims are covered?

What types of claims are covered?

Indemnity insurance covers claims that arise from incidents occurring in the course of, or in connection with, the provision of healthcare. It covers your acts, errors, breaches or omissions.

Types of events, liability, cost or expense Cover
Defending you in the event of complaints or civil suits from patients.
Representing you in an investigation conducted by AHPRA, HCCC, coroner, Medicare, drug and poisons or other healthcare authorities.
Assisting with responses to investigations or disciplinary hearings by your employer, colleges or professional body.
Paying legal costs, damages or other civil liabilities you are ordered to pay.
Representing you with hospital inquiry defence/removal from proceedings.
Representing you at disciplinary hearings of a professional body such as a college.
Pursuing your rights to be indemnified by your employer for a civil claim or complaint.
Responding to a subpoena to provide healthcare records.
Defending a complaint against a mandatory report.
Defending a complaint where there is a dispute with a government department or statutory authority in relation to your healthcare.
Defending a complaint made about you because you have reported a patient or practitioner for child abuse/neglect.
Funding an appeal where MIPS considers there is merit and reasonable prospects of success.
Cover for telehealth activities includes videoconferencing, internet and telephone.
Cover for clinical trials, refer to 'Clinical Trials' in the Classification Guide.
Good Samaritan acts cover in all countries except the USA or where USA law applies

This is a summary only. See the Indemnity Insurance Policy in the Member Handbook for full terms, conditions and exclusions.

If your claim is not covered by the Indemnity Insurance Policy you may be able to claim through MIPS Protections, the unique added discretionary cover that is part of MIPS membership.

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