Complaints Process

At the The Psychology Practice, we take all complaints very seriously and will ensure a thorough process is undertaken to investigate any complaint made.

Complaints Framework

Any individual has a right to lodge a complaint
A complaint can be lodged verbally or in writing and is confidential
All complaints will be fully documented
All clients and family/Whānau that make a complaint will be directed to the relevant website (advocacy.org.nz)
All written complaints are to be forwarded to Sarah Lowe, Director, The Psychology Practice

Complaints Procedure

If you are making a complaint about your therapist, consider bringing the issue up directly with your therapist. This may help to resolve your concerns and clarify any misunderstandings or to allow any grievances to be heard.

If you prefer not to raise the issue directly with your therapist or are not satisfied with the response you receive from them, or are wanting to make a complaint about The Psychology Practice administration services, you can lodge a complaint to our Director, Sarah Lowe.

The complaint will be acknowledged within five working days of receipt by The Psychology Practice and the response will include a link to the Health and Disability Advocacy Service (advocacy.org.nz)

The complaint may be discussed on the telephone or in person, as required/preferred. The discussion will establish details of the complaint, and the requested remedy. The Psychology Practice will investigate the complaint and this will include discussion with the complainant (where appropriate) and the team member that the complaint has been received about.

The response and outcome will be discussed with you including any proposed action and can be put in writing at your request.

The Psychology Practice will send the client/service user a formal written response based on the findings of the investigation within ten working days of the receipt of the complaint. This includes notification of any further time required to investigate the complaint.

The Complaints Register will be updated, and associated correspondence filed confidentially.

If there is not a satisfactory resolution

If a client, family or whānau are dissatisfied with the complaint investigation/resolution process, they can access the Health & Disability Consumer Advocacy Service on 0800 555 050 for assistance.