Compliments, Complaints and Feedback

At Infinite Pathways Psychology, we value your feedback. Whether you would like to share a positive experience, offer suggestions or raise a concern, your feedback helps us continue to improve the quality of our services.

You have the right to provide feedback or make a complaint at any time and to have your concerns heard and treated respectfully. All feedback and complaints are managed with fairness, confidentiality and transparency.

If you would like to share positive feedback or acknowledge a positive experience, you are welcome to contact us. Compliments help us understand what is working well and guide the ongoing development of our services.

Under Australian National Law, psychologists are not permitted to use client testimonials in advertising. This legal requirement is designed to protect the public from misleading or selective information about healthcare. Because of this, any compliments you provide cannot be published or used for promotional purposes.

All compliments and feedback are treated with the same privacy and confidentiality as any other information you share during your engagement with Infinite Pathways Psychology.

If you have a concern about any aspect of your experience, you are encouraged to let us know. We aim to resolve issues promptly, confidentially, respectfully and in partnership with you.

Efficiency and Response Time

To help us understand your concern clearly, please include as much detail as you feel comfortable sharing. We aim to acknowledge your complaint within two business days and resolve it within 21 days where possible. If it takes longer than this, you will be kept informed of our progress.

How to Make a Complaint

Step 1: Contact Infinite Pathways Psychology

You can make a complaint via:

Email: tahlia@infinitepathwayspsychology.com.au
Phone: 0435 808 655

Complaints in writing are preferred where possible, as this helps ensure clarity and an accurate record of your concern.

Step 2: External Review Options

If you feel your concern has not been resolved internally, or if you prefer to speak with an external organisation, you may contact:

Australian Health Practitioner Regulation Agency (AHPRA)

AHPRA manages notifications and concerns about registered health practitioners.

Online: AHPRA Notifications Form
Phone: 1300 419 495
Website: www.ahpra.gov.au

National Health Practitioner Ombudsman

The Ombudsman reviews how AHPRA and related bodies handle complaints.

Phone: 1300 795 265
Email: complaints@nhpopc.gov.au
Address: National Health Practitioner Ombudsman, Level 22, 50 Lonsdale Street, Melbourne VIC 3000

External review bodies have their own processes and timeframes.

Our Commitment

We are committed to ensuring all compliments, feedback and complaints are welcomed, respected and used to improve the quality of care we provide. Your experience matters, and we appreciate your willingness to share your feedback with us.