Complaints & Feedback Policy at Kensington Psychology Clinic

Complaints & Feedback Policy
Kensington Psychology Clinic
Effective June 2025

Purpose

Kensington Psychology Clinic is committed to providing a high standard of professional and ethical care. We welcome feedback, including complaints, as a valuable opportunity to improve our services and ensure client satisfaction and safety.

Your Right to Be Heard

We recognise that therapy is deeply personal and that concerns may arise. You have the right to:

  • Be treated with respect and dignity

  • Provide feedback—positive or negative—without fear of repercussions

  • Have your concerns acknowledged and taken seriously

  • Receive a timely and respectful response

How to Provide Feedback or Make a Complaint

You can share your feedback or raise a concern in the following ways:

  • Verbally: You may raise issues directly with your treating psychologist during your session.

  • Email: Contact the Clinic Director at hello@kensingtonpsychologyclinic.com.au

  • Phone: Call 0450 344 999 and request a confidential call-back from the Director

  • Written: Submit written concerns by post to:
    Kensington Psychology Clinic
    77A Stubbs Street, Kensington VIC 3031

What Happens Next

We aim to respond to all complaints within 5 business days. The process may involve:

1.        Acknowledgement of your concern

2.        Clarification of details, if needed

3.        Investigation of the issue (where relevant)

4.        Resolution, which may include an apology, explanation, or corrective action

5.        Follow-up, if required

All matters are handled with discretion and respect. Your confidentiality will be protected, except where disclosure is legally required (e.g. in cases of risk or legal obligation).

Escalating a Complaint

If you are not satisfied with the outcome, you may escalate your complaint to an external body:

  • Psychology Board of Australia / AHPRA
    www.ahpra.gov.au
    Phone: 1300 419 495

  • Health Complaints Commissioner (Vic)
    www.hcc.vic.gov.au
    Phone: 1300 582 113

Continuous Improvement

We treat complaints as part of our ongoing quality assurance process. Constructive feedback helps us grow and refine our practice to better serve our clients and community.

Questions?

If you are unsure about how to raise a concern or wish to speak confidentially, please contact our Clinic Director directly at hello@kensingtonpsychologyclinic.com.au.