Feedback & Complaints

Feedback

At Associated Counsellors & Psychologists Sydney, we strive for best practice and endeavour to provide our customers with the best possible service. To this end, we encourage your comments and feedback so that we can improve our systems and our service.

If you have a comment or suggestion about our service or our website, please email us at  info (at) counsellingsydney.com.au or use our contact form.

Complaints Policy & Procedure

There are two categories of complaint with differing procedures. If your complaint is about an administrative matter or about the way your enquiry was handled when you called us, then please follow procedure A below.

If your complaint is about your psychologist or counsellor or about your clinical care, then please follow procedure B below.

A.    Complaints Concerning Intake & Administration

If you wish to make a complaint about the service you received when making a booking (our ‘intake service’), or any aspects of our administrative service, please contact our office at our central phone number shown at the top of this page, or make a complaint in writing to info (at) counsellingsydney.com.au

We will contact you within 2 business days to acknowledge receipt of your complaint. At this time we will advise you of the steps we will take to help resolve your concerns.

B.    Complaints Concerning Clinical Matters

To make a complaint about your counsellor or psychologist or any aspects of your clinical experience please follow these steps:

1. In the first instance, consider raising your complaint directly with your therapist. A discussion with the clinician can often help to resolve your concerns and to clarify any misunderstandings that might exist. If you do not have direct contact details for your therapist, please contact our office at the central phone number at the top of this page or by email on admin (at) counsellingsydney.com.au

2. If you do not feel comfortable discussing your complaint directly with your therapist, or you are dissatisfied with the response you receive, you can lodge a formal complaint with your therapist’s professional membership body.

Your counsellor’s work is governed by the codes of conduct of the professional association to which they belong:

If your therapist is a Registered or Clinical Psychologist, you can contact the Australian Psychological Society or the Psychology Board of Australia to register your complaint.

Otherwise, your therapist will likely be a member of the Psychology and Counselling Federation of Australia (PACFA) through one of its constituent membership bodies, or a member of the Australian Association of Social Workers.

If you are unsure of which professional body to approach with your complaint, please contact our office at our central phone number at the top of this page and we would be pleased to assist. 

Contact details for the most common professional counselling associations are listed below.

Australian Psychological Society
Level 11, 257 Collins Street
Melbourne VIC 3000
Tel: (03) 8662 3300
Toll free: 1800 333 497
Fax: (03) 9663 6177
www.psychology.org.au
contactus@psychology.org.au

Australian Health Practitioner Regulation Agency
(Psychology Board of Australia)
Level 51, 680 George Street
SYDNEY  NSW  2000
Tel:  1300 419 495
www.ahpra.gov.au

Psychology and Counselling Federation of Australia (PACFA)
290 Park Street, Fitzroy North, VIC 3068
Tel: (03) 9486 3077
Fax: (03) 9486 3933
www.pacfa.org.au
admin@pacfa.org.au

Australian Association of Social Workers
Level 4, 224 – 236 Queen Street
Melbourne VIC 3000
Tel: (03) 9642 2967
www.aasw.asn.au
ethicscomplaint@aasw.asn.au

Counsellors & Psychotherapists Association of NSW (CAPA)
Level 13, Suite 134, 183 Macquarie Street
Sydney NSW 2000
Tel: 02 9235 1500
www.capa.asn.au
office@capa.asn.au

Gestalt Australian & New Zealand
PO Box 398
Fairfield, VIC. 3078
Tel: (03) 9010 5501
www.ganz.org.au
contact@ganz.org.au

For a full list of PACFA’s member associations, please see here http://www.pacfa.org.au/memberassoc

3. It is also possible to register a complaint with the NSW Health Care Complaints Commission. For more information visit www.hccc.nsw.gov.au

Third Party Complaints (Complaints on Someone Else’s Behalf)

In line with our ethical responsibility to ensure client confidentiality, we cannot accept complaints from someone other than the client who is receiving the counselling care. Please assist the client to make a complaint directly according to the above procedures.


Want Us to Call You?



online counselling

Online Counselling

Skype Internet Counselling
Australia - Now Available
Tel: (02) 8205 0566

Sydney CBD

Sydney CBD Map

185 Elizabeth St
Sydney CBD NSW 2000
Tel: (02) 8205 0566

Bondi Junction

Bondi Junction Map

802/9-13 Bronte Rd
Bondi Junction NSW 2022
Tel: (02) 8094 1792

Double Bay

Double Bay Map

Unit 6, 442 New South Head Road
Double Bay NSW 2028
Tel: (02) 8820 0717

Surry Hills

Surry Hills Map

302/88 Foveaux St
Surry Hills NSW 2010
Tel: (02) 8094 1790

Potts Point

Potts Point Map

2/27 Challis Ave
Potts Point NSW 2011
Tel: (02) 8820 0717

Parramatta

Parramatta Map

38b/70-74 Phillip St
Parramatta NSW 2150
Tel: (02) 8897 0803

Blacktown

Blacktown Map

18 Callabona Ave
Woodcroft NSW 2767
Tel: (02) 8820 0717

Campbelltown

Campbelltown Map

12-14 Warby St
Campbelltown NSW 2560
Tel: (02) 8820 0717

Bankstown

Bankstown Map

Suite 4, 21 Kitchener Rd
Bankstown NSW 2200
Tel: (02) 8004 9961

Glebe

Glebe Map

5/198 St Johns Rd
Glebe NSW 2038
Tel: (02) 8094 1796

Enmore

Enmore Map

216 Enmore Rd
Enmore NSW 2042
Tel: (02) 8897 0809

Leichhardt

Leichhardt Map

James St
Leichhardt 2040
Tel: (02)8006 5225

Lilyfield

Lilyfield Map

1/358 Catherine St
Lilyfield NSW 2040
Tel: (02) 8007 7337

Castle Hill

Castle Hill Map

46 Old Castle Hill Rd
Castle Hill NSW 2154
Tel: (02) 8090 0817

Bella Vista

Bella Vista Map

211/5 Celebration Dr
Bella Vista NSW 2153
Tel: (02) 8820 0717

Baulkham Hills

Baulkham Hills Map

21/35 Old Northern Road
Baulkham Hills NSW 2153
Tel: (02) 8820 0717

Pennant Hills

Pennant Hills Map

10 Fisher Ave
Pennant Hills NSW 2120
Tel: (02) 8090 1440

North Shore Sydney

North Shore Sydney Map

343 Sailors Bay Rd
Northbridge NSW 2063
Tel: (02) 8094 1793

Cremorne

Cremorne Map

4/350 Military Rd
Cremorne NSW 2090
Tel: (02) 8897 0810

Lane Cove

Lane Cove Map

221 Longueville Rd
Lane Cove NSW 266
Tel: (02) 8002 1201

Chatswood

Chatswood Map

54/47 Neridah St
Chatswood 2067
Tel: (02) 8005 4151

Killara

Killara Map

Koola Ave
Killara NSW 2071
Tel: (02) 8897 0811

Wahroonga

Wahroonga Map

6/2 Redleaf Ave
Wahroonga NSW 2076
Tel: (02) 8090 1440

Dee Why

Dee Why Map

5 Selby Ave
Dee Why NSW 2099
Tel: (02) 8404 0622

Sutherland Shire

Sutherland Shire Map

4/26 President Ave
Caringbah NSW 2229
Tel: (02) 8094 1799

Hurstville

Hurstville Map

262a, Bldg.2, 7-11 The Avenue
Hurstville NSW 2220
Tel: (02) 8897 0807

Kogarah

Kogarah Map

13a/13 Montgomery St
Kogarah NSW 2217
Tel: (02) 8897 0806

Central Coast - Gosford

Central Coast - Gosford Map

3 Hills Street
Gosford NSW 2250
Tel: 8094 1785

Central Coast - Erina

Central Coast - Erina Map

17C/8 Karalta Rd
Erina NSW 2250
Tel: (02) 8004 5170

Blaxland

Blaxland Map

Unit 5, 146 Great Western Hwy
NSW 2774
Tel: (02) 8004 9960

Wollongong

Wollongong Map

Harkness Ave
Keiraville NSW 2500
Tel: (02) 4210 6170

ShareThis