Client Rights

Complaints & Feedback

We are committed to providing high-quality, ethical assessment services. If something has not met your expectations, we want to know. This page explains how to raise a concern with us directly and how to escalate to an external body if needed.

Step 1: Contact Us Directly

In the first instance, we ask that you raise your concern directly with Psychology Reports. Many concerns can be resolved promptly through open communication, and we take all feedback seriously.

You may contact us by email, phone, or in writing. We will acknowledge your complaint within 2 business days and aim to provide a substantive response within 10 business days. If your complaint requires more time to investigate, we will inform you of the expected timeframe.

Psychology Reports

Suite 1/19 Park Avenue, Burleigh Heads QLD 4220

Email: hello@psychologyreports.com.au

Phone: (07) 5551 0388

Your complaint will be handled confidentially. Making a complaint will not affect your access to services, the quality or content of any current or future report, or any decision about ongoing care.

You may make a complaint with the assistance of a family member, friend, advocate, or other support person. You do not need to contact us before approaching an external body, and external bodies including AHPRA, OHO, the OAIC, and the NDIS Commission accept complaints made anonymously, though the ability to investigate may be limited if the complainant cannot be contacted for further information.

Step 2: External Complaints Bodies

If you are not satisfied with our response, or if you prefer to raise your concern directly with an external body, you have the right to do so. You do not need to contact us first before approaching an external regulator.

The appropriate body will depend on the nature of your concern. The table below sets out the relevant options.

AHPRA (Psychology Board of Australia)

Complaints about the professional conduct, competence, or health of a registered psychologist. AHPRA can investigate and, where warranted, take regulatory action including conditions, suspension, or cancellation of registration.

www.ahpra.gov.au1300 419 495

Office of the Health Ombudsman (OHO)

Complaints about the quality, safety, or appropriateness of health services provided in Queensland. The OHO is the primary health complaints body for Queensland and can investigate complaints about health service providers, including psychologists.

www.oho.qld.gov.au133 OHO (133 646)

Office of the Australian Information Commissioner (OAIC)

Complaints about how your personal information or health information has been handled, including collection, use, disclosure, storage, or access and correction. The OAIC administers the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

www.oaic.gov.au1300 363 992

NDIS Quality and Safeguards Commission

Complaints about NDIS-funded supports or services. If you received a service funded under your NDIS plan and have a concern about the quality or safety of that service, the NDIS Commission can investigate.

www.ndiscommission.gov.au1800 035 544

Your Rights

Under the Health Practitioner Regulation National Law (Queensland) Act 2009, clients have the right to make a complaint about a registered health practitioner without fear of disadvantage. You also have rights under the Privacy Act 1988 (Cth) to access and correct personal information held about you. These rights are set out in more detail in our Privacy Policy.

If you need assistance making a complaint, the Office of the Health Ombudsman can assist you in understanding your options.