Therapy Near Me Complaints Form

Complaints and Feedback

Therapy Near Me Pty Ltd

Therapy Near Me is committed to providing safe, respectful and high-quality psychology and allied health services.

We welcome feedback and take complaints seriously. Complaints help us identify concerns, improve our services and strengthen the experience of clients, families, representatives and referring professionals.

Making a complaint will not affect your access to services or result in retaliation, disadvantage or unfavourable treatment.

1. How to make a complaint

A complaint may be made:

• in person;
• by telephone;
• by email;
• in writing; or
• through our online complaints form.

Contact details

Therapy Near Me Pty Ltd
Phone: 1800 632 763
Email: office@therapynearme.com.au
Correspondence address: 32 Turbot Street, Brisbane QLD 4000

You may make a complaint yourself or ask an advocate, family member, support coordinator, guardian or other representative to assist you.

Anonymous complaints will be considered where possible, although anonymity may limit our ability to investigate or respond fully.

2. Information to include

Please provide as much relevant information as you can, including:

• your name and preferred contact details;
• what happened;
• relevant dates, appointments, services or practitioners;
• any documents or information that may assist;
• how the matter has affected you; and
• the outcome you are seeking.

You do not need to provide every detail before contacting us. We can assist you to explain or document your concern.

3. How we manage complaints

Acknowledgement: We aim to acknowledge complaints within two business days.

Initial assessment: We will review the complaint, identify any immediate safety or privacy concerns and determine how it should be managed.

Investigation: Where required, we may review records, speak with relevant people and request further information. Any person who is the subject of a complaint may need to be provided with sufficient information and an opportunity to respond.

Outcome: We aim to provide a written outcome within 28 calendar days. Some complaints may take longer because of their complexity, availability of information or involvement of external parties. If additional time is required, we will explain the reason and provide progress updates.

Review: If you are dissatisfied with the outcome, you may request an internal review or seek assistance from an appropriate external complaints or regulatory body.

4. Privacy and confidentiality

Complaints will be handled sensitively and in accordance with our Privacy Policy and applicable privacy laws.

Information will be shared only where reasonably necessary to assess, investigate or resolve the complaint, provide procedural fairness, obtain professional or legal advice, meet insurance requirements or comply with legal and regulatory obligations.

5. Advocacy, communication and accessibility

You may involve an advocate, family member, friend, guardian, support coordinator or other representative at any stage.

We can provide reasonable communication adjustments and assistance for people with disability, communication needs, language needs or other accessibility requirements.

Please tell us what support or adjustment would assist you.

6. External complaint options

You may contact an external body at any time. You do not have to complete Therapy Near Me’s internal process before raising an urgent safety concern.

Depending on the nature of the complaint, external options may include:

• Ahpra or the relevant state or territory health complaints organisation for concerns about a registered health practitioner or health service;
• the NDIS Quality and Safeguards Commission for concerns about NDIS-funded supports, providers or workers;
• the Office of the Australian Information Commissioner for privacy concerns; or
• another professional, consumer, funding or regulatory body with jurisdiction over the issue.

Ahpra accepts concerns about registered practitioners and can be contacted on 1300 419 495. The NDIS Commission accepts complaints about providers or workers on 1800 035 544. The OAIC generally requires the person to complain to the organisation first and allow it an opportunity to respond.

7. Continuous improvement

We record and review complaints to identify recurring concerns, improve systems, strengthen staff training and reduce the risk of similar issues occurring again.

We appreciate clients and stakeholders taking the time to provide feedback.