Serene Solutions Counselling and Social Services

Complaints and Feedback Policy

Effective Date

This policy applies to all services provided by Serene Solutions Counselling and Social Services.

1. Purpose

Serene Solutions Counselling and Social Services is committed to providing safe, ethical, professional, and client-centred services. We recognise that clients have the right to provide feedback, raise concerns, and make complaints regarding any aspect of our services.

This policy outlines how complaints are managed, investigated, and resolved, and provides information about internal and external complaint pathways available to clients.

This policy has been developed in accordance with:

• AASW Code of Ethics (2020)

• AASW Practice Standards (2023)

• Privacy Act 1988 (Cth)

• Australian Privacy Principles (APPs)

• Australian Consumer Law (ACL)

• Relevant professional standards applicable to Social Work, Strategic Psychotherapy, Clinical Hypnotherapy, Counselling, and related services

2. Our Commitment to Fair Complaint Management

Serene Solutions is committed to ensuring that all complaints are managed in a manner that is:

• Respectful and professional

• Fair and impartial

• Accessible and transparent

• Confidential where possible

• Timely and responsive

• Consistent with professional and ethical obligations

• Focused on resolution, learning, and continuous improvement

Clients will not be disadvantaged, discriminated against, or have services withheld solely because they have raised a complaint or concern in good faith.

3. Scope

This policy applies to all services provided by Serene Solutions, including:

• Counselling

• Social work services

• Strategic psychotherapy

• Clinical hypnotherapy

• Couples counselling

• Family counselling

• Child and adolescent services

• Group programs and workshops

• Telehealth services

• Assessments and reports

• Administrative interactions

• Website and communication-related concerns

4. What Is a Complaint?

A complaint is any expression of dissatisfaction regarding:

• Professional conduct

• Ethical concerns

• Service quality

• Clinical decision-making

• Communication

• Professional boundaries

• Privacy and confidentiality

• Record keeping

• Billing or invoicing

• Payment or cancellation matters

• Accessibility of services

• Administrative processes

Complaints may be made verbally or in writing. However, written complaints are preferred as they assist with accurate review and investigation.

5. Feedback and Informal Resolution

Serene Solutions welcomes feedback and encourages clients to raise concerns as early as possible.

Many concerns can be resolved through discussion, clarification, review of information, or adjustment of service arrangements without requiring a formal complaint process.

Clients wishing to discuss a concern may contact:

Serene Solutions Counselling and Social Services

Email: admin@serenesolutions.com.au

Phone: 0430 620 234

Website:
Serene Solutions Counselling and Social Services

6. Formal Complaint Process

Step 1 – Lodging a Complaint

Formal complaints should be submitted in writing and include:

• Your name and contact details

• A clear description of the concern

• Relevant dates and circumstances

• Any supporting documentation

• The outcome you are seeking (if known)

Complaints may be submitted via:

Email admin@serenesolutions.com.au

Postal Address Serene Solutions Counselling and Social Services , Suite 2622, Shop 1 11 Main Street, Ellenbrook WA 6069

Step 2 – Acknowledgement

Serene Solutions will acknowledge receipt of the complaint within seven (7) business days wherever reasonably practicable.

Acknowledgement does not indicate acceptance or rejection of the complaint but confirms that the matter has been received and will be reviewed.

Step 3 – Review and Investigation

The complaint will be reviewed by the practitioner and may involve:

• Review of client records

• Review of correspondence

• Consultation with professional supervisors

• Consultation with relevant professional bodies where appropriate

• Consideration of ethical, legal, and professional obligations

• Requests for further information where necessary

Any consultation undertaken during the complaint process will occur in accordance with privacy and confidentiality obligations.

Step 4 – Response and Outcome

A written response will generally be provided within fourteen (14) business days following acknowledgement of the complaint. Where additional time is required, the complainant will be informed.

Possible outcomes may include:

• Clarification of concerns

• Explanation of decisions or actions

• Apology where appropriate

• Corrective action

• Policy review

• Service improvement measures

• Referral to an external complaint process

• Determination that no further action is required

7. Complaints Involving Couples, Family, and Joint Services

Joint Therapeutic Relationships

Where services are provided to couples, families, or multiple participants, the therapeutic relationship is considered a joint professional engagement. Information disclosed during joint sessions may involve the privacy rights and confidential information of multiple individuals.

Complaints Involving Joint Records

A complaint may be submitted by one participant; however, Serene Solutions must also protect the privacy and confidentiality rights of all parties involved.

Where investigation of a complaint requires discussion of:

• Joint session content

• Joint clinical records

• Information disclosed by another participant

written consent from all relevant parties may be required before a detailed response can be provided.

Limitations Where Consent Is Not Provided

Where consent cannot be obtained:

• Responses may be restricted to administrative matters;

• Clinical information may be withheld;

• Investigation outcomes may be limited by privacy legislation and ethical obligations.

Exceptions

Consent requirements may not apply where disclosure is:

• Required by law;

• Authorised by law;

• Necessary to prevent serious and imminent harm;

• Required by a court order, subpoena, or statutory authority.

8. External Complaint Pathways

Clients are encouraged to attempt resolution through Serene Solutions before pursuing external complaint pathways. However, clients have the right to seek review from relevant professional, regulatory, or government bodies at any time.

Australian Association of Social Workers (AASW)

Where the concern relates to social work services, professional conduct, ethical practice, or an alleged breach of the AASW Code of Ethics, clients may submit a complaint to the Australian Association of Social Workers.

Australian Association of Social Workers (AASW)

Website: Australian Association of Social Workers (AASW)

Email: ethics@aasw.asn.au

Phone: (02) 6232 3900

Complaints may be reviewed through the AASW Ethics Complaints Management Process.

International Strategic Psychotherapists Association (ISPA)

Where the concern relates to Strategic Psychotherapy services, professional conduct, ethical standards, or practitioner accountability within Strategic Psychotherapy practice, clients may submit a complaint to the International Strategic Psychotherapists Association.

International Strategic Psychotherapists Association (ISPA)

Website: International Strategic Psychotherapists Association (ISPA)

Clients may contact ISPA through the contact details published on their website for information regarding complaint procedures and professional standards.

Australian Association of Clinical Hypnotherapy and Psychotherapy (AACHP)

Where the concern relates to Clinical Hypnotherapy, Psychotherapy, or services governed by AACHP standards, clients may submit a complaint to the Australian Association of Clinical Hypnotherapy and Psychotherapy.

Australian Association of Clinical Hypnotherapy and Psychotherapy (AACHP)

Website: Australian Association of Clinical Hypnotherapy and Psychotherapy (AACHP)

Email: admin@aachp.com

AACHP may review concerns relating to professional conduct, ethical standards, accreditation requirements, and practitioner accountability.

Office of the Australian Information Commissioner (OAIC)

Where a complaint relates to privacy, confidentiality, personal information, records management, or breaches of privacy legislation, clients may contact:

Office of the Australian Information Commissioner

Website: Office of the Australian Information Commissioner (OAIC)

Phone: 1300 363 992

Consumer Protection Western Australia

Clients may also seek assistance regarding consumer rights and dispute resolution through Consumer Protection Western Australia.

Consumer Protection Western Australia

Website: Consumer Protection Western Australia

Phone: 1300 304 054

Consumer Protection may provide guidance regarding consumer rights under Australian Consumer Law.

Choosing the Appropriate Complaint Pathway

Generally:

Concern Type Appropriate Organisation

Social Work ethics, professional conduct, or breaches of the AASW Code of Ethics AASW

Strategic Psychotherapy services or professional conduct concerns relating to Strategic Psychotherapy ISPA

Clinical Hypnotherapy or Psychotherapy services governed by hypnotherapy standards AACHP

Privacy, confidentiality, records management, or handling of personal information OAIC

Consumer rights and service disputes Consumer Protection WA

9. Confidentiality and Complaint Records

Complaint information will be managed in accordance with:

• Privacy Act 1988 (Cth)

• Australian Privacy Principles

• AASW Code of Ethics

• Professional practice standards

• Serene Solutions Privacy and Confidentiality Policy

Complaint records will be:

• Stored securely;

• Accessible only to authorised persons;

• Retained in accordance with legal and professional record-keeping requirements.

Information obtained through the complaint process will only be disclosed where authorised by the complainant, required by law, or necessary to appropriately investigate and resolve the complaint.

10. Protection Against Retaliation

Clients who raise concerns or complaints will not be subjected to retaliation, intimidation, discrimination, or adverse treatment as a result of making a complaint in good faith.

Where clinically appropriate and safe to do so, efforts will be made to maintain therapeutic services while a complaint is being reviewed.

11. Continuous Improvement

Serene Solutions values client feedback as an important opportunity to improve service quality and professional practice.

Complaints, concerns, and suggestions may be reviewed to identify:

• Opportunities for service improvement;

• Policy and procedure updates;

• Risk management improvements;

• Professional development needs;

• Enhancements to client experience and accessibility.

12. Practitioner Accountability

Theresa Potter practises under multiple professional frameworks and is committed to maintaining accountability through professional registration, membership, supervision, continuing professional development, and adherence to ethical standards.

Clients have the right to access the complaints processes of relevant professional organisations where applicable to the services received.

13. Policy Review

This policy will be reviewed periodically and updated as required to reflect changes in legislation, professional standards, ethical obligations, and practice operations.

The most current version of this policy is available upon request and through the Serene Solutions website.