Complaints and feedback

Raise a concern with Compassionally^™

You can raise feedback, a concern or a complaint verbally or in writing by emailing simon@compassionally.com.au or calling or texting 0410 386 689. Written complaints are welcome but are not required.

You may include what happened, what you are concerned about, and what response you are seeking. Please avoid sending unnecessary sensitive information by email.

You may ask a representative, advocate, family member or trusted person to support you. Concerns will be considered respectfully, fairly and without adverse treatment for raising them.

What happens after a concern is raised

Immediate safety needs are considered first. Simon will then check for any conflict, acknowledge the concern, clarify what happened where needed, review relevant information and consider any service agreement, professional obligation or funding requirement that applies.

We aim to acknowledge concerns promptly and respond within a reasonable timeframe, taking account of the nature and complexity of the matter. The response may explain findings, any action taken or proposed, and available next steps. The concern, response and outcome are recorded, with follow-up where appropriate.

If the concern is about Simon

Compassionally^™ is a sole-practitioner service. If a complaint concerns Simon or creates a conflict, Simon will explain the conflict, preserve relevant records and identify an appropriate external pathway. Independent professional advice may be sought where appropriate.

Other complaint pathways

You may contact an external body directly. The appropriate pathway depends on the concern and the body's own process.

• Service concerns: You may raise these directly with Compassionally^™ using the contact details above.
• Registered health practitioner concerns: Read AHPRA's information about raising a concern about a health practitioner.
• NDIS-funded supports: Read how to make a complaint to the NDIS Quality and Safeguards Commission.
• Privacy concerns: Read the OAIC's privacy complaint process. The OAIC explains when a person must first complain to the organisation and when they may then lodge with the OAIC.

Urgent issues

Compassionally^™ does not provide emergency or crisis services. If there is immediate danger, call 000 or attend the nearest emergency department.