Complaints and Grievances Policy
At any point in time, should you wish to make a complaint regarding our services, we will ensure that your complaint is handled professionally, confidentially, appropriately and fairly.
Our Practice has adopted the following procedure in addressing complaints and grievances:
Step 1:
If you have a complaint or grievance regarding your psychologist, at first instance, we encourage you to speak to him/her directly to see if you are able to resolve your issue.
Step 2:
If you have been unable to resolve your issue upon speaking to your psychologist or you are not satisfied with his/her response, a formal complaint can be lodged with our Director, Peter Hanley, in writing via peter@melbourneprivatepsychology.com.au
Upon receipt of your formal complaint, we will respond to your complaint within 30 days.
Step 3:
If you are dissatisfied with the handling of your complaint through our internal processes, you are entitled to lodge an external complaint through any one of the following organisations:
Australian Health Practitioner Regulation Agency (AHPRA)