Concerns and Complaints

Complaints

We invite individuals to raise their concerns and complaints directly with us. We value your feedback as essential to enhance our services for you and others.

We take all complaints seriously and approach them with a commitment to understanding and resolution.

By engaging openly and collaboratively, we aim to foster a constructive atmosphere to address concerns effectively. Listening to your feedback allows us to determine whether there has been a miscommunication or if any actions may have led to your dissatisfaction.

If a complaint highlights systemic administrative or clinical practice issues, we will review our policies and procedures based on your feedback.

Our goal is to work together to negotiate a resolution. All complaints will be handled with respect, impartiality, and diligence, ensuring confidentiality and transparency throughout the process.

Procedure

To lodge a complaint, you may start by discussing your concerns directly with the Psychologist, as this often allows for effective resolution.

We encourage a conciliatory approach to address complaints. Taking steps early can help clarify misunderstandings and resolve issues.

If you prefer not to speak with them or are unsatisfied with their response, you are welcome to submit your complaint as a written submission via email or via our online contact form.

To assist our review of a written complaint, please provide your full name, address, date of birth, contact number, a clear description of your complaint, and any relevant documentation.

To ensure an efficient review of your complaint, please provide detailed information regarding the incident, behaviour, or conduct in question.

We commit to acknowledging complaints within two business days and aim to resolve them within 14 days whenever possible.

If you remain dissatisfied with the internal handling of your complaint or if there is a conflict of interest, you may seek an external review. Complaints regarding the Psychologists conduct can be made by contacting the Australian Health Practitioner Regulation Agency (AHPRA) at www.ahpra.gov.au or call 1300 419 495. Additionally, the National Health Practitioner Ombudsman and Privacy Commissioner can be reached at www.nhpopc.gov.au or by calling 1300 795 265.

Healthyside | ABN: 36 468 435 628 | www.healthyside.com.au | admin@healthyside.com.au