Feedback and Complaints

All members of the Connect Psychology team welcome feedback from clients, and their families, about the safety and quality of the service we provide.  We appreciate feedback about what we do well and what we can improve. Your opinions and views are valued as they help to identify any problems with service delivery and give us the opportunity for continuous improvement.

Our feedback and complaints process is designed to be easily accessible and to ensure that you are provided with appropriate positive support and assistance in giving feedback or making a complaint.  Our aim is to resolve issues in a fair and timely manner, keeping you informed and ensuring that you are not adversely affected in any way as a result of providing us with your valued insights.

All of our team are provided with ongoing training about our feedback and complaint processes.

If you wish to give us feedback, or if you are not happy with the provision of services or supports and wish to make a complaint, we ask that you discuss your concerns with your therapist or your child’s primary therapist in the first instance.

If you are not satisfied with the outcome of this discussion, or if you do not wish to discuss your concerns or complaint with the therapist, you can email Jenni Pearce directly at jenni.pearce@connectpsych.com.au or call her via the office on 8357 0043. Jenni will provide a feedback and complaint record form for you to complete.

If you would like to fill out our feedback form please click the button below. You are also very welcome to contact Jenni by email to ask any questions about our process.

You may like to seek support from a family member, friend, or advocate at any stage throughout the feedback process. If you would prefer your feedback or complaint to be anonymous,  a feedback and complaint record form can be completed anonymously by printing it from our website and posting to Jenni Pearce, 90 Opey Avenue, Hyde Park SA 5061.

Jenni will acknowledge and respond to your feedback/complaint in an efficient and timely manner that respects your rights and confidentiality. You will be kept informed of the process toward resolution.

As a Registered NDIS Provider, Jenni Pearce follows the “Effective Complaint Handling Guidelines for NDIS Practitioners”, the process outlined here is applicable for all our clients and you can find this document on the NDIS Quality and Safeguards Commission website www.ndiscommission.gov.au

If you are not satisfied with the outcome of this process or do not want to contact Jenni Pearce, you may wish to contact an independent authority with your complaint or concerns.

The Health and Community Services Complaints Commissioner is an independent authority that you may wish to contact via their website https://www.hcscc.sa.gov.au/ a complaint can be made by using their online complaint form or by calling 8226 8666.

For our NDIS clients you can contact the National Disability Insurance Service Commission directly via their website, www.ndiscommission.gov.au a complaint can be made by completing an online complaint or calling 1800 035 544.

We maintain a complaints management system that complies with the NDIS Complaints Management and Resolution Rules 2018 (https://www.legislation.gov.au/Details/F2018L00634).

We would welcome any feedback about the appropriateness and effectiveness of our feedback/complaints process from any participant.  You can access a copy of our full Feedback and Complaints policy please click the button below