There’s little doubt hotel quarantine has contributed to Australia’s world-ranking low numbers of COVID-19.

Its success in keeping case numbers down, however, doesn’t mean there aren’t negative side effects for those who pass through it. This same success also doesn’t mean the system can’t improve.

One recent review suggests that a quarter of those who pass through quarantine may have trauma-related mental health problems. For some, these symptoms could last multiple years.

But which parts of quarantine lead to this distress? What changes might improve the system to minimise the long-term effects on those who pass through it?

We don't know. Business leaders know the key to continuous improvement is an effective feedback and complaints system. Australia’s hotel quarantine program lacks opportunities for feedback. That’s where we can help.

At present, there are no feedback surveys, no follow-up calls and no ongoing studies to collect data on the long-term effects of hotel quarantine.

We want to create this feedback system to support policy makers and help improve the system for those who experience it in the future.

We found individuals were keen to provide feedback about their experience in the hope that it would benefit future return travellers, rather than necessarily seeking to improve their own situation.

— NSW Ombudsman Report "2020 Hindsight"