Feedback, Compliments and Complaints

Feedback, Compliments and Complaints

Your feedback is important and compliments are always welcome! If you have a complaint or grievance I am committed to resolving your issue in a fair, timely and efficient manner. Below are options for you or your representative to voice any concerns, in relation to my counselling service.

Aims of the Complaints Procedure

  • To enable a complaint to be investigated in a fair manner.
  • To enable complaints to be resolved as speedily as possible.
  • To allow consequences of mistakes to be put right without unnecessary conflict.
  • To improve the quality of the service.

Option 1. If you are unhappy with any part of my service, or if you have a complaint to make, I would like to know about it as soon as possible in order to resolve the situation quickly. Please try to talk your concern over with me. Fill in the form below and I will do my best to respond within 24hrs.  I treat complaints seriously, confidentially and will take every opportunity to settle your concern informally. This may include telephone conversations and/or face to face meetings or a written explanation.

Option 2.  Harbour Therapy Clinic (HTC) has a grievance procedure which is consistent with the Australian Psychological Society (APS) and the Australian Association of Social Workers (AASW). The Director of HTC can address your complaints and will use discretion in assessing what action should be taken. Contact the director on 66 511 777 or email HTC will follow up with you in a respectful way so that you feel that you have been heard and your concern has been taken with all sincerity.

Option 3. You can contact the Psychotherapists and Counsellors Federation of Australia (PACFA) with whom I have my professional registration.  They can be contacted on 03 9486 3077 or email for a call back.  I have hard copies of their Grievance and Complaint forms available on request.

Option 4. For a NDIS participant, grievances and complaints can be submitted to the NDIS. They can be contacted on 1800 035 544 (free call from landlines) or use their complaint contact form on .  Complaints can be made confidentially. A hard copy of the NDIS complaint information is available at reception.

Who can complain?

  1. a) Any client or NDIS participant who has sought or received a service provided by Christine Urja Refalo
  2. b) A legal guardian or other appropriately authorised adult who initiates a complaint on behalf of a minor and/or a vulnerable adult who has sought or received a service provided by Christine Urja Refalo and lacks the capacity to make a complaint themselves; or
  3. c) A third party, who speaks on behalf of another vulnerable person, or people directly affected by the actions of Christine Urja Refalo.

These people include friends, families, carers, advocates or workers.

Copies of reports whether they be for an incident or complaint are available on request.