Sureen De Silva Therapy takes all complaints seriously and is committed to resolving concerns fairly, promptly, and confidentially.
How to Make a Complaint
You are welcome to raise a concern at any time — email or in writing:
- Email: info@sureendesilvatherapy.com.au
There is no required format. Verbal complaints are documented by the practitioner.
What Happens Next
- Your complaint is acknowledged in writing within 2 business days
- A written response with outcome is provided within 14 business days
- If the matter is complex and requires more time, you will be notified
External Complaints Bodies
You may also contact an external body at any time — you are not required to go through the internal process first:
- AASW Ethics and Complaints Management Process — for complaints regarding the professional conduct of an AASW member. Visit www.aasw.asn.au or call 1800 630 124.
- Health Complaints Commissioner Victoria — for complaints about health services provided in Victoria. Visit www.hcc.vic.gov.au or call 1300 582 113.
- Office of the Australian Information Commissioner (OAIC) — for complaints about the handling of personal or health information. Visit www.oaic.gov.au or call 1300 363 992.
- Australian Competition and Consumer Commission (ACCC) / Consumer Affairs Victoria — for complaints about misleading conduct or consumer rights. Visit www.consumer.vic.gov.au or call 1300 558 181.