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Feedback and Complaints Procedure

Your Right to Provide Feedback or Make a Complaint

At Praxis Counselling & Coaching, we welcome feedback of all forms from any clients, carers, or other stakeholders. You have the right to raise any concerns or make a complaint, and your input is valued as it helps us improve our services for you and for others.

We handle all feedback and complaints with fairness, confidentiality, transparency, and efficiency.

Providing Effective Feedback or Complaints

To ensure a timely and thorough review, please provide:

  • specific details about the incident, conduct, or concern;
  • the date, location, and people involved (if applicable); and
  • any supporting information that may assist us in understanding the issue.

We aim to acknowledge receipt of your complaint within two business days and resolve most complaints within 21 days. If resolution takes longer, we will endeavour to keep you informed of progress.

Accessibility

If you require assistance with English, you can contact the Translating and Interpreting Service (TIS National) for free 24/7 support in over 120 languages: 131 450.

How to Raise Feedback or a Complaint

Step 1 – Speak Directly (Optional)

If your complaint relates to your counselling experience, you may choose to discuss it directly with your counsellor. This can help clarify misunderstandings or address concerns promptly.

Step 2 – Contact via Email

If you do not feel comfortable speaking directly with your counsellor, or your complaint relates to administration, intake, or any other aspect of our service, you can contact our Business Manager via our administration email address:

Email: heidi.lichtenberg@praxisco.com.au

The reason we encourage complaints to be submitted in writing via email, where possible, is to ensure clarity and accurate record-keeping.

Step 3 – External Review

If you are not satisfied with how your feedback or complaint has been handled internally, you may lodge an external complaint with:

  • Australian Association of Social Workers (AASW) – for complaints about ethical standards or professional conduct: aasw.asn.au
  • Office of the Australian Information Commissioner (OAIC) – for complaints about privacy breaches or mishandling of personal or health information: oaic.gov.au

These external bodies have their own processes and timeframes.

Our Commitment

Praxis Counselling & Coaching is committed to:

  • treating all complaints seriously and respectfully;
  • maintaining confidentiality for all parties involved;
  • providing updates on progress where possible; and
  • using feedback to continually improve our services.