Introduction:

Counselling And Mediation value complaints as they assist us to improve our products, services, and client experience. Feedback considered seriously and integrated into practice results in the delivery of high quality, professional dispute resolution, education, counselling, psychotherapy, and advice. We are committed to being responsive to the needs and concerns of our clients and to resolving your complaint as quickly as possible. This policy has been designed to provide guidance to the way we receive and manage your complaint.

Definition of a complaint in this policy:

A complaint means an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where they have deviated from their duty under the relevant ethics, code of conduct or law where a response or resolution is explicitly or implicitly expected.

How a complaint can be made:

If you are dissatisfied with a service provided by Counselling and Mediation, concerns or complaints can be lodged in one of the following ways:

• by telephone

• by writing to us

• by emailing us

• in person

The process:

 If you have a complaint or concern, we would like to hear from you first to discuss what they are and how they may be resolved. We will respond to your complaint within 30 days where appropriate to do so.

If you are unsatisfied with our response, then you may make a complaint to the following organisations:

Counselling - Psychotherapy and Counselling Federation of Australia (PACFA) PACFA.org.au or The Office of the Health and Community Services Complaints Commissioner (HCSCC) HCSCC.sa.gov.au

Mediation: Resolution Institute (RI) resolution.institute

Confidentiality:

When making a complaint or concern, you agree that anything discussed or agreed to during the process remains confidential and cannot be used in any other forum, disseminated to other people or placed on any form of social media.