Positive Insight Psychology aims to offer a high quality of service. We are committed to the ongoing improvement of our service and welcome all feedback and complaints as an opportunity to develop. This policy sets out the process by which participants can submit feedback or make a complaint.
Our administration team are aware of our processes and standards regarding the handling of feedback. The Director of Positive Insight Psychology will be advised of any complaints reported to reception. Unless the complaint is a simple one that can be resolved immediately, the feedback is entered into a confidential register where we record any complaints received, as well as any outcomes and actions taken in response, as this helps us improve our practice.
Clients are welcome to provide feedback at any time. We routinely remind clients of the opportunity to provide feedback through customer satisfaction surveys at specified times during our service (e.g. at the 6 or 10 session Medicare review point, during service agreement changes for the National Disability Insurance Agency).
We aim to resolve complaints fairly, with courtesy, consideration and respect. We aim to resolve complaints as quickly and have a suitable outcome for clients within 7 business days. We will maintain impartiality, confidentiality and transparency when we manage complaints. We will handle all records in accordance with the Privacy Act 1988.
Types of feedback/complaint
Feedback including complaints can be made about any part of our services including about the way we provide services, any decisions we make, how our representatives behave, and any issues with privacy or information storage.
Who can provide feedback or make a complaint?
Anyone can make a complaint including clients, their families and friends, other professionals, advocates for the client or members of the public. We understand that some clients and may require assistance in expressing a grievance or making a complaint. We will be flexible when dealing with your feedback, including working with a nominated spokesperson in accordance with your wishes.
Process of providing feedback or making a complaint.
If you have an issue with your psychologist, we encourage you to speak openly about your complaint. Within the psychology profession, there is an expectation for psychologists to openly listen to you, empathise with you, reflect on their own practice and respond thoughtfully to your complaint. We understand that sometimes this does not feel suitable to your circumstances or the nature of your complaint, and therefore, you may wish to consider the other below processes for lodging your complaint.
Steps in the complaint handling process
A complaint can be made to any employee of Positive Insight Psychology in person, via phone or email. All complaints will be taken seriously and documented. This will then be forwarded to the Director of Positive Insight Psychology.
Acknowledgement and assessment:
We will acknowledge your complaint and suggest the process we will follow. We will consider the nature of your complaint, and the best way to handle it.
Investigation (if needed)
Simple and straightforward complaints can often be resolved on first contact. If this isn’t possible, and the process is referred to the Director for follow up, where they will investigate to ensure we have all the relevant information. This may include following up with further questions with yourself to clear any misunderstandings, or to seek legal advice.
Response
Once we have finished investigating and have made a decision, we will tell you what the outcome is and how we came to this decision. You can then discuss with us any further options to review our findings if you feel this is necessary.
External review
If you are dissatisfied with our handling of a complaint, there are external methods of review you can pursue. While you are free to use these review methods at any time, we recommend you use our internal processes before seeking external assistance
These may include (but are not limited to) contacting the Australian Psychological Society, and the Australian Health Practitioner Regulation Agency (AHPRA). For complaints relating to a psychologist’s practice, our regulatory body the Australian Health Practitioner Regulation Authority can be contacted on 1300 419 495. A complaint can also be made online at https://www.ahpra.gov.au
For complaints relating to services under the National Disability Insurance Scheme (NDIS)
contact the NDIS Quality and Safeguards Commission on 1800 035 544, or visit
While we are committed to resolving your complaint within 7 business days where possible, external reviews have their own timeframes and often don’t allow for reconciliatory processes between the practice/psychologist and yourself. If your complaint relates to how your personal or health information has been handled, you may also contact the Office of the Australian Information Commissioner (OAIC), and the Health Complaints Commissioner (Victoria).
Positive Insight Psychology 