Feedback and Complaints Policy & Procedure 

1. Purpose

Renee Louise Psychology provides psychological services in accordance with professional, ethical and legal standards. The Feedback and Complaints Policy and Procedure outlines the formal mechanism by which concerns about service delivery or professional conduct are managed when they cannot be resolved through routine clinical discussion.

The intent of this policy is to ensure that any complaint requiring formal consideration is addressed in a structured, objective and proportionate manner, consistent with the Psychology Board of Australia’s Code of Conduct. Where appropriate, concerns are expected to be managed through direct clinical communication prior to escalation to a formal complaint process.

2. Scope

This policy applies to all psychological services provided by Renee Louise Psychology. It applies to concerns raised by current or former clients.

This policy is intended to address matters that cannot be resolved through standard therapeutic processes or routine administrative clarification.

3. Practice Position on Feedback and Complaints

Psychological services involve complex clinical judgement, therapeutic boundaries and professional discretion. Not all dissatisfaction indicates inappropriate practice or a service failure.

Clients are encouraged, where clinically appropriate, to raise questions, misunderstandings or concerns directly within sessions. Many issues can be effectively resolved through clarification of therapeutic goals, boundaries, clinical rationale or administrative processes without the need for a formal complaint.

Formal complaints are reserved for circumstances where concerns remain unresolved, are of a serious nature, or relate to professional conduct, ethical obligations, or service delivery standards.

4. Definitions and Clinical Context

Complaint

A complaint is a formal expression of dissatisfaction that alleges a failure to meet professional, ethical or service standards and requires structured review.

Examples of matters that may constitute a complaint include:

  • An allegation that professional boundaries were not maintained.

  • A concern that confidentiality or privacy obligations were breached.

  • Any other matters that may constitute a breach of the Psychology Board of Australia’s Code of Conduct.

The following are not generally considered complaints and are usually addressed through routine discussion or clarification:

  • Discomfort with therapeutic challenge or clinical feedback.

  • Disagreement with clinical formulation, diagnosis, or treatment approach.

  • Emotional responses arising as part of the therapeutic process.

Feedback

Feedback refers to comments or observations intended to inform service improvement and does not imply wrongdoing or misconduct.

Examples include:

  •  suggestions regarding appointment scheduling.

  •  communication preferences.

  • general service experience.

5. Lodging a Formal Complaint

A formal complaint should be lodged only where reasonable attempts to clarify or resolve the matter have been unsuccessful or are not appropriate.

Complaints may be submitted in writing or verbally. To enable appropriate assessment, a complaint should clearly outline:

  • The specific issue of concern.

  • Relevant dates or events.

  • The outcome sought (where known and / or applicable).

6. Complaints Handling Procedure

Acknowledgement

Formal complaints will be acknowledged within a reasonable timeframe. Acknowledgement confirms receipt and outlines the process to be followed. In considering a reasonable timeframe, it should be noted that Renee Louise Psychology is an independently practicing clinician with no administrative support, business days also exclude periods of leave, which are notified via email autoreply, voicemail recording, and a banner displayed on www.reneelouisepsychology.com.

Recording

All formal complaints are documented and retained securely for the period required by law. Where relevant, these records will be maintained as part of a client’s clinical file.

Preliminary Assessment

Each complaint is assessed to determine whether it:

  • Falls within the scope of this policy.

  • Requires immediate action due to safety, ethical or legal considerations.

  • Can be resolved through clarification or explanation.

Where a complaint is made by a third party, client consent will be required before any substantive response is provided, unless otherwise permitted or required by law.

Review and Consideration

The practitioner will review relevant information, including clinical records and correspondence, and consider the complaint objectively against professional standards. Where appropriate or required, additional information may be sought from the complainant before the complaint is resolved.

The review process is not adversarial and does not imply wrongdoing.

Outcome and Response

A response will be provided outlining the findings and any actions taken, where appropriate. Outcomes may include clarification of clinical rationale, confirmation that practice was consistent with professional standards, or identification of practice improvements.

Timeframes for response will depend on the nature and complexity of the complaint.

7. Quality Assurance and Practice Improvement

Where appropriate, complaints may inform reflective practice and quality assurance activities. This does not imply acceptance of fault or breach of professional standards.

8. External Pathways

Clients retain the right to raise concerns with external bodies, including the Office of the Health Ombudsman (Queensland) or AHPRA, where they believe professional or regulatory standards have not been met.

The existence of this policy does not limit or replace those rights.

9. Records and Confidentiality

Complaint records are maintained securely and managed in accordance with privacy legislation and professional obligations. Access is restricted to the extent necessary to manage the complaint.