Feedback
Tell us about your complaints, compliments and feedback
We would like to hear what you have to say; whether it’s to tell us you are not happy with the service you are getting or how we can be better at what we do. We also welcome compliments, and so if a team member provided a service you appreciated, let us know this as well.
Complaints communication process
EMDR Consulting has adopted four principles of successful complaint resolution: Acknowledgement, Answer, Action, and Apology
Acknowledgement – verbal or written
A complaint can be received by any member of EMDR Consulting. A range of opportunities is available for clients and the community to provide feedback verbally or in writing, such as face to face, over the phone, letters, emails and through the EMDR Consulting website.
We listen openly to the concerns and ask questions to understand your concerns and try to be curious rather than defensive.
We recognise the feelings behind the concern and validate your opinion.
Complaints will be acknowledged verbally and/or in writing (as requested by the complainant) within 5 business days of the initial complaint.
Information will be provided regarding how to make a complaint to the NDIA or relevant registering organisation of the clinician.
You can ask for a copy of our complaints policy and procedure
How can you make a complaint?
- You can make a complaint in the best way that works for you. This means you can:
- Talk with your clinician
- Write to EMDR Consulting, Unit 35, 93 Wells Road, Chelsea Heights, Vic
- Make an anonymous complaint by filling in “Feedback” below
You can get help to make a complaint by:
Your complaintYour complaint will be private and confidential. This means we will keep your details safe and there will not be repercussions if you make a complaint. If the complaint cannot be resolved you may be referred to an alternative therapist or service.
- Asking a friend
- Using an interpreter. An interpreter is someone who speaks in your language. Call 03 9280 1955
- HSS Language Service on 9280 1955 (24 hours seven days a week)
- Visit www.odsc.vic.gov.au or call Disability Services Commissioner on 1800 677 342
Your complaintYour complaint will be private and confidential. This means we will keep your details safe and there will not be repercussions if you make a complaint. If the complaint cannot be resolved you may be referred to an alternative therapist or service.
Other places you can call or make a complaint
Disability Services Commissioner1800 677 342 or https://www.odsc.vic.gov.au/Heath Complaints Commissioner1300 582 113 or https://hcc.vic.gov.au/Ombudsman Victoria9613 6222 or ombudvic@ombudsman.vic.gov.auPrivacy Victoria1300 666 444 or enquiries@privacy.vic.gov.auVictorian Equal Opportunity and Human Rights Commissioner1300 292 153 or complaints@veohrc.vic.gov.auCommissioner for Children and Young People1300 782 978 or childsafe@ccyp.vic.gov.auNational Disability Insurance Scheme (NDIS)1800 800 110 or https://www.ndis.gov.au/contact
Australian Health Practitioner Regulation Agency1300 419 495 or www.ahpra.gov.au
Compliments
Of course, we love to hear what we are doing well. A range of opportunities is available for clients and the community to provide feedback verbally or in writing, such as face to face, over the phone, letters, emails and via the EMDR Consulting webpage.