Fields of Hope Counselling
Complaints Policy
Telehealth Counselling & Supervision | Sydney, NSW, Australia
Contents
1. Purpose
This policy sets out how Fields of Hope Counselling receives, manages, and resolves complaints from clients, supervisees, and other stakeholders. It reflects the Practice's commitment to accountability, transparency, and continuous improvement.
2. Scope
This policy applies to complaints about clinical services, professional conduct, administrative processes, privacy, fees, and communications — from current or former clients, supervisees, or third parties acting on their behalf.
3. What Is a Complaint
A complaint is any expression of dissatisfaction — formal or informal — about the services, conduct, or communications of Fields of Hope Counselling or any practitioner associated with the Practice. Complaints may be made verbally or in writing.
4. How to Make a Complaint
You are encouraged to raise concerns directly with your practitioner in the first instance. If you prefer to raise a complaint more formally, or if your concern involves the treating practitioner, please contact the Practice Principal:
- Email: admin@fieldsofhope-counselling.com.au
- Phone: (02) 9159 6043
Please include: your name and contact details, a description of the concern including relevant dates, and what outcome you are seeking. Complaints may be made anonymously, though this may limit the Practice's ability to investigate fully.
5. How Complaints Are Managed
| Step | Action |
| Acknowledgement | Receipt acknowledged within 3 business days. |
| Assessment | The Practice Principal determines the appropriate response process. |
| Investigation | Records reviewed and relevant parties consulted as required. |
| Response | Written response provided within 21 calendar days, or updated timeframe communicated. |
| Resolution | Action taken (if any) and reasons provided in writing. |
| Review | If unsatisfied, you may request a review or escalate externally. |
6. Confidentiality
Complaints are handled with discretion. Information about a complaint is only shared with those directly involved in assessing or resolving it, or where disclosure is required by law. Records of complaints and their resolution are maintained as part of quality improvement records.
7. External Complaints
If you are not satisfied with our response, or prefer to contact an external body directly:
| Body | Contact |
| PACFA | www.pacfa.org.au | (03) 9486 3077 |
| ACA | www.theaca.net.au | 1300 784 333 |
| HCCC NSW | www.hccc.nsw.gov.au | 1800 043 159 |
| OAIC (privacy) | www.oaic.gov.au | 1300 363 992 |
8. Unreasonable Conduct
The Practice is committed to managing all complaints fairly and respectfully. Complainants are expected to engage in good faith. The Practice reserves the right to set limits on complaint-related communications where conduct is abusive, threatening, or vexatious.
9. No Adverse Treatment
Making a complaint will not result in adverse treatment. Clients who raise concerns will continue to receive the same standard of care. If the therapeutic relationship becomes untenable following a complaint, referral to an alternative service will be arranged with the client's agreement.
10. Continuous Improvement
All complaints are reviewed by the Practice Principal as part of quality improvement processes. Trends or recurring themes are used to inform improvements in policy, practice, and clinical care.
11. Review
This policy will be reviewed annually and updated to reflect changes in professional standards or complaints legislation.