Complaints Process

At Mindful Living, we value your feedback and are committed to addressing any concerns you may have. Your input helps us improve our services and ensures we provide the highest quality of care. Below is our complaints process.

How to Submit a Complaint

  1. In Person or Over the Phone:
    • Inform Us: Notify a Mindful Living team member about your complaint.
    • Next Steps: The team member will advise you to submit your complaint via email to ensure proper documentation and review.
  2. Via Email:
    • Email Us: Send your written complaint to info@mindfulliving.com.au.
    • Acknowledgment: You will receive an acknowledgment email within one business day confirming receipt of your complaint.

What Happens Next?

  1. Initial Review:
    • Forwarding to Management: Your complaint will be forwarded to our Practice Manager and Clinical Manager for review.
    • Internal Allocation: The managers will decide who will handle your complaint based on its nature. If your complaint involves a clinician, they will not be notified at this stage.
  2. Investigation and Resolution:
    • Senior Leadership Review: Your complaint will be discussed at the next Senior Leadership meeting to determine appropriate next steps. If the issue is urgent, it will be addressed via email before the meeting.
    • Contact for More Information: If needed, the manager handling your complaint will reach out to you for additional details via email or phone.
    • Documentation: The complaint will be recorded in our system (Halaxy).
    • Resolution Plan: A resolution plan will be developed and presented to you within two weeks. If you accept the plan, the issue will be considered resolved and noted in your file.
  3. If You’re Not Satisfied:
    • Further Discussion: If you are not satisfied with the proposed resolution, it will be reviewed again at the next Senior Leadership meeting. Additional steps will be taken to resolve your complaint, including providing external escalation options if necessary.

External Escalation Options

If you feel that your complaint has not been adequately resolved, you can contact the following organisations:

  • Australian Health Practitioner Regulation Agency (AHPRA)
  • Australian Association of Social Workers (AASW)
    • Phone: 03 9320 1000 or 1800 630 124 (toll-free)
    • Email: ethicscomplaint@aasw.asn.au
    • Website: AASW Complaints
  • Psychotherapy and Counselling Federation of Australia (PACFA)
  • Australian Counselling Association (ACA)
  • Health Complaints Commissioner
  • National Health Practitioner Ombudsman and Privacy Commissioner
  • NDIS Quality and Safeguards Commission

Your feedback is invaluable to us, and we are committed to resolving any concerns with the utmost care and professionalism. Thank you for helping us continuously improve our services.