Compliments and Complaints

Compliments and Complaints

Mind@Work Psychology embraces your feedback as one of the most effective ways of enhancing individual outcomes and improving the services we provide.

If you have positive feedback, suggestions, or a complaint a concern about anything to do with our services, please let us know.

Providing feedback or making a complaint can lead to better services for everyone, and can be a way to sort out issues quickly and before they potentially escalate. Your feedback can lead to improved supports and services, communication and sometimes changes in the way our services are delivered.

How to make a complaint

Any person may make a complaint and you are more than welcome to have an advocate or someone make the complaint on your behalf. To enable the timely consideration of a complaint, specific details of the incident, conduct or behaviour giving rise to the complaint should be provided.

Many complaints can be fixed by speaking directly with the relevant practitioner or the Practice Manager. You can make a complaint in person, on the phone or in writing at anytime.

All complaints will be handled in a sensitive and confidential manner, and we will try to resolve the issue promptly. Mind@Work Psychology has a Feedback and Complaints Contact Person (Practice Manager) who can provide further information on this process and will be able to advise on progress with any particular issue that has been raised.

You can make a complaint to any Mind@Work Psychology staff member, by:

Email: info@mindatworkpsychology.com.au
Phone: (03) 9440 9886
Post: P.O. Box 99 Heidelberg West, VIC 3081
Web: by completing the Compliments & Complaints form on this page*

*Please ring 03 9440 9886 for a paper copy of the Feedback, Compliments and Complaints Form if you require one or to speak with the Feedback and Complaints Person (Practice Manager).
If the complaint is about a staff member, where possible it will be handled by another staff member. You can make a complaint to our practice Director, Emma Clarris or to our Practice Manager, Melissa Trevorrow.

What will Mind@Work psychology do?

When handling complaints, we will:

  • Provide information to you that is helpful, accurate, and easy to understand
  • Be courteous and considerate in our communication with you
  • Promptly refer requests to the appropriate person
  • Respond to requests within a reasonable time
  • Keep you informed of progress or delays

What happens once I make a complaint?

  • If the complaint is simple, it may be resolved straight away.
  • If the complaint is more complex it may take longer to resolve.
  • We will always acknowledge complaints within 14 days of receiving them.
  • Where applicable we will advise you of the person handling the complaint and their contact information.
  • Complaints will be effectively assessed, investigated, and in all but exceptional circumstances a response will be provided within 45 days, and you will be informed of the outcome in person, over the phone or in writing.

What happens if I’m not happy with the outcome?

If you are not satisfied with the response, the complaint will be forwarded to the clinic Director for resolution. We will endeavour to resolve the complaint at the local level but if this is not satisfactory or you feel you are unable to raise it with anyone at Mind@Work, the below services may be able to assist:

Australian Health Practitioner Regulation Agency (AHPRA):
If the concern is not resolved and in the case of concern regarding a health practitioners professional conduct or the clinical care and treatment of a patient, contact AHPRA

Telephone: 1300 419 495
AHPRA online complaints form: www.ahpra.gov.au/About-AHPRA/Complaints.aspx

National Health Practitioner Ombudsman and Privacy Commissioner
The Ombudsman deals with complaints about the bodies responsible for implementing Australia’s national health practitioner regulation scheme. The Ombudsman asks that you first raise your concerns with the body that is the subject of your complaint (for example, AHPRA) in order to provide them with an opportunity to resolve your concerns.

Phone: 1300 795 265
Email: complaints@nhpo.gov.au
Mailing address: National Health Practitioner Ombudsman and Privacy Commissioner GPO Box 2630, Melbourne, VIC, 3001.

For further information go to nhpo.gov.au

NDIS quality safeguards and commission

NDIS participants can lodge a complaint with the NDIS Quality and Safeguards Commission:
Phone: 1800 035 544

Website complaints form: www.ndiscommission.gov.au


Covid-19 Notice

Our practitioners are open for face-to-face sessions. You have the option to choose an online appointment via Telehealth (video or telephone) if this is preferred or if you are self-isolating or are practicing social distancing. Please let our receptionist know which type of appointment you would like.

Please do not attend appointments in person if you are unwell with flu-like symptoms, even if you think it is just a cold. If you are concerned about this or you are symptomatic and not able to attend in person, you can still have your appointment via videoconferencing or telephone. Please contact our reception on (03) 9440 9886.

Kind regards,
Mind@Work Psychology
(03) 9440 9886
info@mindatworkpsychology