Complaints Policy

Any person has the right to make a complaint and to have their concerns heard. This policy describes how you can have your concerns heard and how we will address them in a timely and efficient manner.

Our Commitment

We are committed to delivering high quality psychological services. We handle any complaint with fairness and efficiency, and aim to maintain impartiality, confidentiality, and transparency when listening and addressing your concerns. Your feedback is important to us for our evaluation and improvement of our services. We will review our Complaints Policy and services regularly to ensure they meet our high quality standards.

Fair and reasonable treatment

Anyone making a complaint will be treated fairly, with courtesy, consideration and respect. We will maintain impartiality, confidentiality and transparency when we manage complaints.

efficiency and responsiveness

To enable the timely consideration of a complaint, specific details of the incident, conduct or behaviour giving rise to the complaint should be provided to us. If you need assistance with English, you can telephone 131 450 for Translating and Interpreting Service National, which offers support for over 150 languages and dialects at any time of the day or night.

We implement flexible complaints handling methods that help us resolve issues as quickly and efficiently as possible.

We are committed to respond to any complaints within two business days of receipt. We are committed to resolve any complaints within 30 days of receipt whenever possible. If a complaint takes longer than this to resolve, for example if it is a very sensitive or complex matter, we will communicate this with you and let you know of our progress as we work to resolve the issue.

accountability and reporting

The Clinic Director will be given regular reports on complaints received.

Unless a complaint is a simple one which can be resolved the first time we are contacted, we will fully document all complaints and maintain details of decisions and actions taken on an official file. All records of complaints will be stored in accordance with the Privacy Act 1988.