Feedback & Complaints Process

At Mindful Living, we value all feedback, whether it’s a small suggestion or a serious concern. Your feedback helps us improve how we support our clients, and giving feedback or making a complaint will never affect your therapy.

Sharing feedback about your therapy

If you have feedback about your sessions or your clinician, the best place to raise it is with your clinician directly. Our clinicians are skilled at having these conversations, and talking it through is often a valuable part of therapy.

If you’d find it easier, you can use our mid-treatment feedback form. It takes you through some structured questions, which can be easier than explaining something out loud. The form is shared with your clinician.

You’re also welcome to contact our team on 03 9688 8049 or at info@mindfulliving.com.au.

Making a complaint

By email: Send your complaint to info@mindfulliving.com.au. We’ll acknowledge it within one business day.

In person or by phone: Let any member of our team know. We’ll ask you to send your complaint by email so it can be properly reviewed. If you’re unable to put it in writing, we can write it up for you and read it back to make sure it’s accurate.

You’re welcome to involve a support person or advocate at any stage.

What happens next

Your complaint is reviewed by our Practice Manager and Clinical Manager, and discussed by our Leadership Team.
If we need more information, a manager will contact you by email or phone.
A manager will respond to you within two weeks. If we need more time, we’ll let you know why and when to expect a response.
If you’d like to talk things through by phone, just let us know and we’ll arrange a time that suits you.
If you’re not satisfied with our response, our Leadership Team will review it again and discuss next steps with you.

External options

You can contact any of the following organisations at any time.

Australian Health Practitioner Regulation Agency (AHPRA): for concerns about a psychologist. Phone 1300 419 495. Make a complaint
Australian Association of Social Workers (AASW): for concerns about a social worker. Phone 03 9320 1000 or 1800 630 124 (toll free). Email ethicscomplaint@aasw.asn.au. Make a complaint
Psychotherapy and Counselling Federation of Australia (PACFA): for counsellors or psychotherapists who are PACFA members. Make a complaint
Australian Counselling Association (ACA): for counsellors who are ACA members. Make a complaint
Health Complaints Commissioner: an independent Victorian body for complaints about health service providers. Phone 1300 582 113. Make a complaint
National Health Practitioner Ombudsman and Privacy Commissioner: for complaints about the bodies that run the national registration scheme, such as AHPRA. Phone 1300 795 265. Email complaints@nhpo.gov.au. Make a complaint
NDIS Quality and Safeguards Commission: for NDIS participants. Phone 1800 035 544. Make a complaint

Thank you for helping us continue to improve our services.