Complaints Process
We are committed to providing exceptional therapeutic services. When things don't go as expected, our complaints process is designed to be fair, transparent, and focused on resolution and improvement.
You have the fundamental right to make a complaint about any aspect of your therapy experience without fear of discrimination or impact on your ongoing care. Complaints are an important way for us to identify areas for improvement and ensure we continue to provide high-quality services to all families.
The Australian Charter of Healthcare Rights protects your right to:
- • Comment on your therapy experience and provide feedback
- • Have your concerns addressed in a transparent and timely way
- • Participate in improving the quality of care and services
- • Access fair and impartial complaint resolution processes
You can make a complaint about any aspect of our services, including:
Clinical Issues:
- • Quality or appropriateness of therapeutic treatment
- • Professional conduct or behavior of therapists
- • Disagreement with treatment approaches
- • Concerns about therapeutic progress
- • Issues with clinical decision-making
Service Delivery:
- • Access to services or appointment availability
- • Communication issues with staff
- • Billing, payment, or fee-related concerns
- • Privacy or confidentiality breaches
- • Discrimination or disrespectful treatment
Facility and Administration:
- • Physical environment or safety issues
- • Administrative processes or policies
- • Staff behavior or customer service
- • Technology or telehealth problems
- • Scheduling or appointment management
Our Three-Step Complaints Process
We encourage you to first discuss your concerns directly with your therapist or the staff member involved. Many issues can be resolved quickly through open, honest communication.
When to use direct resolution:
- • Minor concerns or misunderstandings
- • Issues that may be resolved through clarification
- • Feedback about session approaches
- • Questions about treatment plans or progress
What you can expect:
- • Your concerns listened to respectfully
- • Collaborative problem-solving approach
- • Adjustments made where appropriate
- • Follow-up to ensure satisfaction
If your concerns cannot be resolved directly with your therapist, or if you prefer to make a formal complaint, you can contact our practice management.
How to make a formal internal complaint:
Acknowledgment
Within 2 business days
Investigation
Within 10 business days
Resolution
Within 15 business days total
If you are not satisfied with our internal complaint resolution, or if you prefer to go directly to an external body, several options are available:
Health Complaints Commissioner Victoria
Independent statutory body that resolves complaints about health services in Victoria.
AHPRA
Regulates health practitioners and investigates concerns about professional conduct.
NDIS Quality and Safeguards Commission
For NDIS participants - provides complaint resolution services.
OAIC (Privacy Complaints)
For privacy-related complaints or breaches of confidentiality.
Anonymous Complaints:
You can make anonymous complaints both internally and to external bodies. However, anonymous complaints may limit the investigation options available.
Urgent or Safety Concerns:
- • Immediate safety concerns should be reported to emergency services (000)
- • Serious harm or abuse should be reported immediately to police or child protection services
- • Urgent complaints about provider conduct can be made directly to relevant regulatory bodies
Support During the Complaints Process:
- • Regular updates on investigation progress
- • Clear communication about processes and timelines
- • Continued access to therapy services during complaint resolution
- • Assistance with accessing external complaint options if needed
Emergency
Police: 000
Child Protection
13 12 78
Crisis Support
Kids Helpline: 1800 55 1800