Feedback and complaints

Eden Psychological Services welcomes feedback, concerns and complaints. Raising a concern will not disadvantage you or affect the care you receive. General feedback and complaint contact is referrals@edenpsych.com.au.

How to provide feedback

Email referrals@edenpsych.com.au with “Feedback” or “Complaint” in the subject line, or telephone 0494 817 870. You may ask a support person or authorised representative to contact the practice for you.

Feedback-form implementation specification

A future public feedback form is intended to allow feedback without requiring contact details or a login. It must not be described as anonymous or activated until Halaxy confirms that no compulsory identifying data, login requirement or other technical feature would make that description misleading. Until then, please use the contact details above.

What happens after a complaint?

Concerns will be considered carefully and responded to as appropriately as possible. Matthew may review relevant records or request further information. The response and any appropriate actions will be discussed with the person who raised the concern where contact is available.

External complaint options

You may contact an external body at any time and do not have to complain to Eden first. Options include the Victorian Health Complaints Commissioner for health-service complaints, Ahpra and the Psychology Board of Australia for concerns about a registered practitioner, and the Office of the Australian Information Commissioner for privacy matters.

Privacy

Information provided in feedback or a complaint will be handled under the Privacy Policy and disclosed only as needed to investigate, respond, meet legal obligations or manage safety.