Feedback / complaints

We hope you have had a positive experience with us at Avid Therapy and would love to hear from you as we endevour to provide professional care and support with continuous improvement.

Feedback and concerns

Step one:

We appreciate all kinds of feedback and encourge you to raise concerns initially with  your therapist  where possible. This may help to resolve your concerns and clarify any misunderstandings or allow any grievances to be heard. We are available for feedback and concerns by phone, email or using the form below. 

Phone: 07 5609 7882

Email: admin@avidtherapy.com.au.  

Interpreter/Relay Services: 

Call 131 450 for the Translating and Interpreting Service, or use 133 677 for the TTY service 

Step Two:

If you are not satisfied with how your feedback or concern is handled, or our internal process presents a conflict of interest, you are entitled to pursue an external method of review. 

These methods include lodging a complaint with the: 

• Australian Counselling Association (ACA), and/or,

• Office of Health Ombudsman (OHO), and/or, 

• National Disability Insurance Agency (NDIA)

Australian Counselling Association.

Our counsellors are registered with the Australian counselling association and must adhere to the ACA Code of Ethics and Conduct. 

How to lodge a complaint. https://theaca.net.au/aca-directories/lodge-a-complaint 

• (07) 3356 4255

• Monday to Friday, 8:00am - 6:00pm

• https://theaca.net.au 

Office of Health Ombudsman (OHO)

Counsellors are Health Care Workers and must abide by the National code, which can be accessed here: National Code of Conduct for Health Care Workers (Queensland)

How to lodge a complaint: https://www.oho.qld.gov.au/make-a-complaint 

•  133 OHO (133 646) 

• Monday to Friday, 9:30am - 4pm

• www.oho.qld.gov.au

National disability insurance agency (NDIA) 

If you are an NDIS participant using an NDIS plan to access counselling services and you have concerns regarding the quality or safety of supports you may contact the NDIS Commission to make a complaint.  Additionally, any member of the public can raise concerns about NDIS providers to the NDIA.

How to lodge a complaint online: https://www.ndiscommission.gov.au/complaints/report/report-issue/question-1-risk#question  

• 1800 035 544 

• Monday to Friday, 9:00am - 5:00pm

• NDIS Quality and Safeguards Commission, 

• PO Box 210 Penrith NSW 271

Thank you for your feedback. We are committed to resolving complaints within 30 days whenever possible, external reviews will have their own time frames.