Complaints Process
Effective Date: 31 July 2024
1. Introduction
At The Art of Wellbeing we are committed to providing high-quality services and care to our clients. We value your feedback and take complaints seriously. This Complaints Process outlines how you can make a complaint and how we will handle it.
2. How to Make a Complaint
If you are dissatisfied with any aspect of our services, you can make a complaint by:
● In Person: Speaking directly with your therapist or a staff member.
● Phone: Calling us at 03 4722 1572
● Email: Sending an email to reception@theartofwellbeing.au
Please provide as much detail as possible, including your name, contact information, and a description of your complaint.
3. Acknowledgment of Complaint
Upon receiving your complaint, we will:
● Acknowledge receipt of your complaint within seven business days.
● Provide you with the name and contact details of the person handling your complaint.
● Inform you of the process and expected timeframe for resolving your complaint.
4. Investigation of Complaint
We will:
● Investigate your complaint thoroughly and impartially.
● Keep you informed of the progress of the investigation.
● Ensure that your complaint is handled confidentially and that your privacy is respected.
5. Resolution
We aim to resolve complaints as quickly as possible. Once the investigation is complete, we will:
● Inform you of the outcome of your complaint and any actions we have taken.
● Provide you with a clear explanation and, where appropriate, an apology.
● Take steps to address any issues identified and prevent them from recurring.
6. Unresolved Complaints
If you are not satisfied with the outcome of your complaint, you can request a review by contacting us again. If the matter remains unresolved, you may contact external bodies such as:
Office of the Health Services Commissioner
T: 03 8601 5200
1800 136 066
7. Continuous Improvement
We use feedback from complaints to improve our services and processes. All complaints are reviewed regularly to identify any trends or areas for improvement.
8. Changes to This Complaints Process
We may update this Complaints Process from time to time to reflect changes in our practices or legal requirements. Any updates will be posted on our website, and we encourage you to review this process periodically.