Complaints and feedback

How to raise a concern about your care

Feedback helps us improve. If something about your care or our service hasn’t felt right, we want to know. Raising a concern will not affect the care you receive.

1. Talk with us

If you feel comfortable, raise your concern with Martin directly, in a session, by email at [email protected] or on 0405 337 611. You can also put it in writing.

All complaints are taken seriously. We will look into your concern and work with you to resolve it.

2. Australian Association of Social Workers

Martin is an Accredited Mental Health Social Worker and a member of the Australian Association of Social Workers (AASW), and follows the AASW Code of Ethics. You can make an ethics complaint to the AASW Ethics Office on 03 9320 1000 or at aasw.asn.au.

The AASW recommends calling before you lodge a complaint, to discuss the best way to resolve your concern.

3. Health Complaints Commissioner

The Victorian Health Complaints Commissioner is independent and handles complaints about health service providers in Victoria, including counsellors. Contact them on 1300 582 113 or at hcc.vic.gov.au.

4. Privacy complaints

If your concern is about how your personal or health information has been handled, please contact us first. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner on 1300 363 992 or at oaic.gov.au. See our privacy policy for more.

If you are unsafe

If you or someone else is in immediate danger, call 000.