COMPLAINTS POLICY

If you have any concerns about our service, please raise them with your counsellor.

If you are not satisfied with the response, please contact the Practice Manager on 0422416894 as we take complaints very seriously and aim to resolve them quickly and fairly.

Complaints Policy

The Code of Conduct for General Health Services became Victorian law on 1 February 2017.

As a requirement of the Code, ACA members must:

Display information about the general code of conduct and making a complaint.

Please click on the following link to the Code of Conduct for General Health Services:

https://hcc.vic.gov.au/sites/default/files/code_of_conduct_full_text_a3_poster.pdf

If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC).

The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial.

To lodge a complaint with the HCC:

Fill out a complaint form online at www.hcc.vic.gov.au or Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.

HCC information materials are available:

Download a copy of the Code of Conduct: In brief (A4)

Download a copy of the Code of Conduct: Full text (A3)

Download 'Expect safe and ethical healthcare' poster (A3)

Request 'Making a complaint' brochure (DL)

Request 'My health records, my rights' brochure (DL)

Alternatively please contact the HCC on 9032 3130 if you require further details.

Queries, Concerns and Further Information

If you have any queries, concerns or require further information relating to complaints, you are invited to email the Life Vision Counselling Program Manager.