Feedback & Complaints

How to make a complaint

You can share a concern by:

You’re welcome to have a support person assist you in making a complant.

Confidentiality

All complaints will be handled with care and respect for your privacy. Information will only be shared where necessary to respond appropriately or where required by law.

What will happen next?

I will acknowledge your complaint within 2–3 business days, so you know it has been received. You’re welcome to share as much or as little as feels right. This can happen via email, phone, or a conversation, and you can have a support person with you. Your pace and boundaries will be respected.

I may ask gentle questions to better understand your experience. I will take time to reflect, and where needed, seek supervision or guidance to support an accountable response. You can expect a response within 10 business days (or an update if more time is needed). I will share what I’ve understood, and any actions I will take.

Where possible, I will consider what you are hoping for as an outcome. If things don’t feel resolved, I can support you to explore further options. Raising a concern can take courage. I am committed to meeting that with care, accountability, and a willingness to learn.

If you’re not satisfied

If you feel your concern has not been resolved, you have the right to seek support or make a complaint to an external body.

As an accredited member of the Australian Association of Social Workers (AASW), I am accountable to their Code of Ethics.

AASW Membership Number: 690588

How to make a complaint to the AASW:

  • Visit the AASW website and access their complaints process

  • Complete the complaints form with details of your concern

  • Submit your complaint directly to the AASW Ethics & Professional Standards team

  • The AASW will assess your complaint and may undertake a formal review process in line with their ethical standards.

I welcome feedback, including concerns or complaints, as part of providing ethical, reflective and accountable care. If something hasn’t felt right, you deserve to have your voice heard.