Complaints Policy
Connected Self Psychology
Our Commitment
Connected Self Psychology is committed to providing high-quality, professional psychological care. We value feedback as an opportunity to improve our practice and address any concerns you may have regarding our services. We strive for a transparent and responsive process for handling complaints.
Fair and Respectful Resolution
All complaints will be treated seriously, fairly, and with respect. We aim to resolve concerns directly and collaboratively through open communication. Your client relationship and access to care will not be negatively affected by raising a concern.
Raising a Concern
If you have a concern or complaint, we encourage you to discuss this directly with your psychologist in the first instance, as many issues can be resolved through discussion. If you prefer to make a formal complaint, you can do so in writing via email to info@connectedselfpsychology.com.au.
Complaints Process
Once a formal complaint is received, we will acknowledge receipt within 3 business days. We will then conduct a review of the concern and aim to provide a response or resolution within 14 business days. Throughout this process, we remain committed to a fair and transparent outcome.
Practice Improvement
We view complaints as a valuable source of information for practice improvement. Feedback is reviewed to identify any systemic issues and to implement changes that enhance the quality and safety of our services for all clients.
Privacy and Confidentiality
Personal information collected during the complaints process will be handled in accordance with our Privacy Policy and relevant Australian privacy laws. Information about your complaint will only be shared with those directly involved in the resolution process.
External Complaints Pathways
If a resolution cannot be reached internally, or if you feel uncomfortable discussing the matter with us, you may contact external bodies such as the Health Complaints Commissioner (HCC) in Victoria or the Australian Health Practitioner Regulation Agency (AHPRA).
Questions
If you have any questions regarding our complaints process or wish to provide feedback, please contact us at info@connectedselfpsychology.com.au.