Respectful service
We listen, communicate professionally and treat every person with dignity.
Health Plus InternationalPeople · Care · ComplianceEngage HPI Our Service Charter
Respect in every interaction. Compliance in every decision.
This charter explains what employers, healthcare professionals, applicants and partners can expect from Health Plus International—and what HPI asks from the people and organisations who work with us.
What people can expect
Six public commitments.
Clear communication
We explain the pathway, what information is needed, what happens next and any material delay.
Fair and inclusive access
We assess relevant requirements fairly and discuss reasonable adjustments where practical.
Compliance-led delivery
We do not bypass registration, screening, work-right, credential, employment or safeguarding controls for speed.
Privacy and consent
We explain why information is needed and handle it carefully for defined, authorised purposes.
Honest expectations
We do not promise a job, worker, visa, registration result, start date or placement outcome we cannot substantiate.
Response standards
When should you hear from HPI?
Standard operating hours are 8:30 am to 5:00 pm Sydney time, Monday to Friday, excluding NSW public holidays. HPI aims to acknowledge complete enquiries within the published period and explains material delays. A contract or agreed service level may set different requirements.
General enquiryAcknowledgement within one business day
Employer workforce requestFacility contact and an initial response within 24 hours of receiving the request
Application or registrationReceipt confirmed within one business day
Progress updateUpdates at agreed milestones, with material delays explained
Reasonable adjustmentAcknowledgement within two business days and discussion of practical options
Complaint or privacy concernAcknowledgement within two business days; target outcome within ten business days or a progress update
These are acknowledgement and triage standards. They do not guarantee that a suitable professional, role, interview, placement or start date will be available within a fixed period.
For applicants
What can professionals and applicants expect?
HPI explains the relevant pathway and evidence, seeks appropriate authority before sharing confidential information and communicates honestly when a role changes, closes or cannot progress. Training, bridging or registration with HPI does not guarantee employment, an interview or placement.
Applicants should provide accurate, current information and advise HPI when availability, work rights, credentials or circumstances change. They should submit only requested information and use an approved channel for identity, police, banking or other highly sensitive documents.
For employers and partners
What does HPI ask from organisations?
Employers and partners should provide an accurate brief, nominate authorised decision owners, keep material requirements current and perform the workplace or clinical responsibilities that remain within their authority. Concerns, incidents and changes should be raised promptly so they can be triaged.
A partnership does not blur accountability. Where community engagement or settlement connection is included, the partner performs its agreed role; HPI retains its healthcare workforce and contractual responsibilities, and the employer retains its employment, workplace and governance authority.
Feedback and complaints
How can someone raise a concern?
A person can give a compliment, suggestion or complaint without being disadvantaged for speaking up in good faith. HPI handles concerns respectfully and as confidentially as practicable, and acts promptly where safety, privacy, safeguarding or serious misconduct may be involved.
Email info@healthplusint.com.au with what happened, when it happened, who was involved if known, the effect and the outcome sought. Using HPI's process does not prevent anyone from seeking independent advice or contacting an appropriate regulator.
After hours
Is HPI a 24/7 emergency service?
No. Outside standard hours, urgent roster coverage applies only where an engagement-specific service level names an urgent channel and defines its scope. General website, email, telephone and messaging channels are not a clinical, personal safety or emergency response service.
Need help?
Ask a question or raise a concern.
HPI will acknowledge the contact, identify the appropriate owner and explain the next step.