COMPLAINTS & FEEDBACK

Neurodiverse Complaints and Feedback Policy

1. Purpose and Scope

Neurodiverse is committed to providing high-quality psychological services.

We value all feedback, including complaints, as an opportunity to improve our practice. This policy outlines how clients, carers, or other stakeholders can raise concerns and how those concerns will be addressed.

2. Our Principles

Fairness: All parties will be treated with respect, impartiality, and courtesy.
Confidentiality: Complaints are handled privately in accordance with the Privacy Act 1988 (Cth). Records of complaints are stored separately from clinical health records.
No Disadvantage: Making a complaint will not adversely affect your ongoing care or treatment.

3. How to Make a Complaint

We encourage you to first discuss any concerns directly with your treating psychologist, as many issues can be resolved through open communication. If you prefer not to do so, or if the matter remains unresolved, you may lodge a formal complaint:

Email: neurodiversepsychjen@protonmail.com
Online: here

Please include your contact details, a description of the issue, and your desired outcome (e.g., an apology, a refund, or a change in practice procedure).

4. Complaint Handling Process

Acknowledgement: We will acknowledge receipt of your complaint within 5 business days.
Assessment: We will review the information provided to determine the best resolution path.
Investigation: If required, the Jenna Jones will investigate the matter, which may involve reviewing records or interviewing staff.
Resolution: We aim to provide a formal response within 30 days. This will include the findings of our investigation and any actions taken.

5. Continuous Improvement

Neurodiverse regularly reviews all feedback and complaint data to identify trends and implement systemic improvements to our service delivery.

Policy Last Updated: 29/03/2026