When something goes wrong

 

Sometimes mistakes or issues arise regarding someone working for Thoughtful Psychology. If you have concerns about your psychologist’s conduct, approach, or quality of care, it's often helpful to try resolving the issue directly before making a formal complaint. You can start by speaking to the psychologist involved, explaining your concerns calmly and clearly. Many issues can be resolved through open, respectful communication. If you're not comfortable speaking directly to the psychologist, or if this doesn’t resolve the issue, consider contacting their manager, clinic director, or service provider—especially if they work within an organisation or group practice.

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Making a Formal Complaint.

If the issue remains unresolved or is serious in nature—such as involving unprofessional behaviour, unethical conduct, or unsafe practice—you have the right to make a formal complaint. In Australia, psychologists are regulated by the Australian Health Practitioner Regulation Agency (AHPRA) and the Psychology Board of Australia. Anyone can lodge a complaint (called a notification) through the AHPRA website. You’ll be asked to provide details of the concern and any relevant evidence.For issues focused more on the quality of service or customer care rather than clinical or ethical breaches, you may also contact your state or territory’s Health Care Complaints Commission, Health Ombudsman, or equivalent body.

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Please see at the end of this page a link to Thoughtful Psychology's Complaint form which can be filled to make a formal complaint to Thoughtful Psychology.

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For NDIS Participants

If you’re receiving psychological services through the National Disability Insurance Scheme (NDIS), you can also make a complaint to the NDIS Quality and Safeguards Commission. This independent agency ensures NDIS providers meet national safety and quality standards. You can raise concerns about how services are delivered, how you were treated, or whether your rights were respected. Complaints can be submitted online at the NDIS Commission website, by phone at 1800 035 544, or in writing.

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Will Making a Complaint Affect My Support?

A common concern is whether making a complaint will negatively impact your access to services or your relationship with your psychologist. By law, service providers are not allowed to retaliate or discriminate against you for making a complaint. You have the right to feel safe and supported when raising concerns. If you’re worried about repercussions, you can request that your identity be kept confidential when lodging a complaint, or ask for support from an advocate or support person.In situations where you no longer feel comfortable working with the psychologist, you are entitled to request a change in provider. This may involve contacting your service provider directly or, if accessing NDIS services, working with your support coordinator or Local Area Coordinator (LAC) to explore alternative options.

 

Remember: making a complaint is your right, and it helps to ensure services remain safe, ethical, and high quality—for you and others.

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Please reach out to Thoughtful Psychology on 0492 190 716 or hello@thoughtfulpsychology.com.au if you have any concerns.

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