Complaints Policy

1. Purpose of the Complaints Policy

At Creative Healing Counselling and Art Therapy, we value all feedback and are committed to addressing any complaints in a respectful and timely manner. This policy outlines the procedure for submitting complaints about our services or privacy matters, ensuring that your concerns are handled transparently. We adhere to the Australian Privacy Principles (APPs) under the Privacy Act 1988 and the National Disability Insurance Scheme (NDIS) Act 2013, which govern the handling of personal information and service delivery.

2. Complaints about Privacy Issues

If you have a complaint specifically related to privacy, please reach out to us using the following details:

By Mail:
Complaints Officer
Creative Healing Counselling and Art Therapy
603 Gilbert Rd Preston

By Email:info@creativehealing.com.au

By Telephone: 0425730692

We will acknowledge your complaint within five business days and work to resolve the issue as swiftly as possible under the APPs, providing you with regular updates on its progress.

3. Complaints about Our Services

For any service-related complaints, please follow these steps:

1. Contact us directly at Creative Healing Counselling and Art Therapy to discuss your concern. Often, a direct conversation can lead to a quick and positive resolution. You can use the contact details provided above.
2. Complaint to Australian Association of Social Workers (AASW):
   If you are unsatisfied with our resolution, you may escalate the matter to the Australian Association of Social Workers (AASW):
   • Email: ethicscomplaint@aasw.asn.au
   • Telephone: (03) 9320 1044
3. Complaints regarding NDIS services:
   If your complaint specifically concerns services provided under the NDIS, you may contact the NDIS directly:
   • Email: feedback@ndis.gov.au
   • Telephone: 1800 800 110 (Option 4)
4. Complaints regarding Medicare services:
   For complaints related to Medicare, please reach out to the Department of Human Services:
   • Email: via MyGov Account
   • Telephone: 1800 132 468

4. Investigation Process

All complaints will be treated with confidentiality and reviewed thoroughly in line with the NDIS Act 2013 and the Australian Privacy Principles under the Privacy Act 1988. Following the investigation, we will communicate the findings and any corrective actions taken. This process demonstrates our dedication to maintaining high standards of care, accountability, and compliance with applicable laws.

5. Continuous Improvement

At Creative Healing Counselling and Art Therapy, client feedback is integral to improving our services. We regularly review complaints to identify trends and refine our practices, ensuring alignment with the NDIS Quality and Safeguards Framework.

6. Non-Retaliation Policy

We assure you that any complaint made in good faith will be met with professionalism and respect. In accordance with the Australian Human Rights Commission Act 1986, we uphold a non-retaliation policy, fostering a safe environment for raising concerns.

7. Review of Policy

This complaints policy will undergo annual reviews to ensure its effectiveness and alignment with client needs. Your suggestions for improvement are welcome as part of our commitment to quality service.

Contact Information

For any questions about this policy or the complaints process, please contact us at Creative Healing Counselling and Art Therapy. We are here to ensure your experience with us is a positive one.