Complaints Process.

Complaints

Everyone has the right to raise a concern, and we welcome your feedback. Sharing your experience helps us improve our services—not just for you, but for all who seek our care.

When you bring a complaint to us, we promise to handle it with fairness, respect, and confidentiality. Our goal is to be transparent and impartial throughout the process.

Timely Response

To assist us in addressing your concern promptly, please provide clear details about the situation or behaviour you wish to report.

We aim to acknowledge your complaint within two business days and resolve it as quickly as possible, ideally within 21 days. If it takes longer, we will keep you informed of the progress and reasons for any delay.

Support for All

If English is not your first language or you require assistance, you can access the Translating and Interpreting Service National by calling 131 450. They offer support in over 120 languages, 24 hours a day.

How to Raise a Concern

Step 1
If your complaint relates to your therapist, we encourage you, if you feel comfortable, to speak directly with them first. This can often help clarify misunderstandings and address issues quickly.

For concerns about our intake or administrative services, please proceed to Step 2.

Step 2
If you prefer not to discuss the matter with your therapist, or if you are not satisfied with the response, you can contact our Director, Dr Alana Rogers. She will personally review your complaint.

Complaints can be made by phone or email, but we encourage you to submit your concerns in writing when possible.

Contact details:
Email: reception@innerclinicalpsychology.com.au
Phone: 0411 837 900

Step 3
Should you feel that your complaint has not been adequately addressed through our internal process, or if there is a conflict of interest, you have the option to seek an independent review. External agencies include:

Australian Health Practitioner Regulation Agency (AHPRA)
Submit complaints online: www.ahpra.gov.au/Notifications.aspx
Phone: 1300 419 495
Website: www.ahpra.gov.au

National Health Practitioner Ombudsman and Privacy Commissioner
This office reviews complaints about organisations regulating health practitioners. They ask that you first contact the relevant body (such as AHPRA) to allow them to resolve the issue.

Phone: 1300 795 265
Email: complaints@nhpopc.gov.au
Mail:
National Health Practitioner Ombudsman and Privacy Commissioner
Level 22, 50 Lonsdale Street
Melbourne VIC 3000

While we strive to resolve concerns within 21 days, please note that external bodies may have their own timelines.