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Complaint Process

At Millennium Dental Mosman, we are committed to delivering exceptional clinical care and a premium patient experience.

If at any time you feel that your experience has not met your expectations, we encourage you to let us know. Your feedback allows us to investigate concerns promptly, improve our service, and ensure every patient feels heard and respected.

Our Commitment to you

We will:

  • Treat your concern seriously and respectfully
  • Investigate the matter promptly and impartially
  • Keep your information confidential
  • Respond in a timely and transparent manner
  • Work toward a fair and appropriate resolution

How to make a complaint

If you have a concern, we encourage you to contact us directly so we can address it as quickly as possible.

Primary Contact: Practice Manager, Millennium Dental Mosman

You may raise your concern in person, by phone, or in writing.

We encourage complaints to be made as soon as possible after the issue arises so we can review it accurately.

What happens next

  1. Acknowledgement

We will acknowledge your complaint within 2 business days of receiving it.

2. Investigation

The Practice Manager will review the matter, which may include:

    • Reviewing clinical records
    • Speaking with the treating clinician and team members
    • Seeking further information from you if required

3. Response

We aim to provide a formal response within 14 business days.

If more time is required due to the complexity of the matter, we will keep you informed.

4. Resolution

Where appropriate, we will explain our findings, offer clarification, and outline any corrective actions or proposed resolutions.

If you are not satisfied

We hope to resolve all concerns internally. However, if you are not satisfied with the outcome, you may contact:

Health Care Complaints Commission (NSW)

  • Website: www.hccc.nsw.gov.au
  • Phone: 1800 043 159

or

Australian Health Practitioner Regulation Agency (AHPRA)

  • Website: www.ahpra.gov.au

These organisations provide independent oversight of healthcare services in Australia.

Continuous Improvement

All feedback — positive or constructive — helps us refine and improve our systems, communication, and patient care.

We appreciate the opportunity to address concerns directly and remain committed to maintaining the highest standards of professionalism, transparency, and clinical excellence.

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Sibel Serce

Oral Health Therapist | DEN0002453022 – Registered Oral Health Therapist

Sibel is one of our Oral Health Therapists at Millennium Dental.

Since becoming a member of the team, Sibel has consistently demonstrated the utmost commitment and dedication towards helping each of our patients. She has gained her experience in both the public health sector, as well as other private clinics throughout Sydney.

Her friendly nature makes her extremely approachable. When tailoring to her patients’ needs, Sibel ensures she is able to provide an attentive yet pleasurable dental experience for everybody she meets.  She is extremely passionate about promoting oral health to both her friends and fellow peers.

Sibel is a graduate of the University of Sydney with a Bachelor of Oral Health. She is also bilingual in speaking English and Turkish.

When she is away from the clinic, Sibel loves spending time with her big family, finding cafes for brunch as well a gym workout.

Ivo Smilek

Director

Hi, i’m Ivo, part owner and practice manager at Millennium Dental Mosman. My journey didn’t start in dentistry, it began in finance. Along the way I’ve discovered that what truly motivates me is helping people feel cared for and supported. That’s what lead me to build a practice where compassion, comfort, and genuine connection come first. 

Dentistry can be intimidating, and I’m committed to creating a space where patients feel listened to, respected, and confident that they’re in good hands. I’ve continued to invest in the latest technology to ensure our patients experience the very best dental care possible. The practice is more than a workplace, it’s a community of shared values. 

Outside of work, I love spending time with my children and taking them on camping adventures. 

Shruti Kulhalli

 BDS(Adel) PGDipClinDent(Implants) | DEN0001411599 – Registered General Dentist

Since graduating with a Bachelor of Dental Surgery from the University of Adelaide, Dr Shruti Kulhalli has worked in Sydney and Adelaide, both as a dentist and as a university clinical tutor.  Dr Shruti brings extensive range of experience to our practice and strives for perfection when treating each and every one of her patients, always tailoring her approach to an individual’s needs. Her warm and friendly manner ensures a comfortable, personal experience for each patient. Always seeking to stay up-to-date with the ever-evolving world of dentistry, she regularly attends dental conferences and courses all around Australia. With a keen interest in both cosmetic and complex restorative dentistry.  As a mum of 2 young kids, Dr Shruti is especially passionate about the need for great paediatric dentistry.

Dr Shruti particularly enjoys the interpersonal and artistic aspects of dentistry. She loves being able to meet and to get to know different people each day and nothing gives her greater pleasure than using her skills and experience to help people gain optimal dental health and a beautiful smile. She also firmly believes that health is holistic, and when planning treatment, and always considers her patient’s general physical health and their well-being with the knowledge that these can have an important influence on oral health. 

In the little time that she’s not being a dentist or a mum, Dr Shruti is a regular at her local pilates studio, and also loves learning and reading about health and wellness. In 2013, she received her certificate in health coaching with the Institute of Integrative Nutrition. This has given her the unique ability as a dentist to provide advice to her patients on the link between dental health and nutrition.

Gabriela Siefert

Front Office Coordinator

Gabriela is the welcoming face and calming presence that greets every patient who walks through our doors. With a naturally warm and compassionate approach, she ensures each person feels seen, supported and genuinely cared for from the moment they arrive. 

In her spare time, Gabriela loves to spend time with family and exploring the world. Her favourite destinations are Greece, Italy and wherever it’s warm.