Purpose

Ballarat Women's Psychology is committed to providing safe, respectful, ethical, and high-quality psychological services. We welcome feedback from our clients and recognise that compliments, suggestions, and complaints provide valuable opportunities to improve the care and services we deliver.

We encourage clients to raise any concerns as early as possible so that they can be addressed promptly, respectfully, and fairly.

Our Commitment

When a concern or complaint is raised, we will:

• Listen respectfully and without judgement.

• Treat all parties fairly and with dignity.

• Maintain confidentiality wherever possible.

• Investigate concerns promptly and objectively.

• Keep you informed throughout the process where appropriate.

• Seek a reasonable and timely resolution.

Making a complaint will not negatively affect your ongoing care or access to services.

How to Make a Complaint

Where possible, we encourage clients to first discuss any concerns directly with their treating psychologist.

If you do not feel comfortable doing so, or if your concern has not been resolved, you may contact our Practice Manager.

Contact Details

Practice Manager

Ballarat Women's Psychology

Email: admin@ballaratwomenspsychology.com.au

Phone: 0490 884 951

Mail: 604 Barkly Street, Golden Point VIC 3350

Where appropriate, we may request your complaint in writing to ensure we fully understand your concerns and can investigate them thoroughly.

Our Complaint Process

Once a complaint has been received, we will aim to:

1. Acknowledge receipt of your complaint as soon as reasonably practicable.

2. Review the information provided and gather any relevant information.

3. Discuss the complaint with the relevant practitioner where appropriate.

4. Work with you to achieve a fair and reasonable resolution.

5. Provide a written response where appropriate.

The time required to investigate a complaint will depend on its complexity; however, we aim to resolve complaints as promptly as possible.

External Complaints

If you are not satisfied with the outcome of your complaint or you do not feel comfortable raising your concerns directly with Ballarat Women's Psychology, you have the right to contact the appropriate external body.

Health Complaints Commissioner (Victoria)

The Health Complaints Commissioner (HCC) manages complaints about health service providers in Victoria and may assist with resolving concerns through conciliation or formal investigation.

Website: https://hcc.vic.gov.au

Phone: 1300 582 113

Email: hcc@hcc.vic.gov.au

Australian Health Practitioner Regulation Agency (AHPRA)

If your concerns relate to the professional conduct, behaviour, or performance of a registered psychologist, you may lodge a notification with AHPRA.

Website: https://www.ahpra.gov.au

Phone: 1300 419 495

Online notifications can be submitted via the AHPRA website.

When making a notification, you should provide as much relevant information as possible, including:

• Your name and contact details (anonymous notifications may be accepted in limited circumstances).

• The name of the practitioner involved.

• The date(s) of the incident or concern.

• A clear description of your concerns.

• Copies of any relevant documents or supporting information, where available.

AHPRA will assess each notification in accordance with the Health Practitioner Regulation National Law and determine the appropriate course of action.

Privacy

Information relating to complaints will be handled confidentially and managed in accordance with applicable privacy legislation.

Information will only be shared where necessary to investigate or respond to the complaint, or where required by law.

Continuous Improvement

Feedback and complaints are reviewed as part of Ballarat Women's Psychology's ongoing quality improvement processes.

Where appropriate, feedback may be used to improve our policies, procedures, systems, and client experience.