Complaints Policy

Complaints Policy

Practice: Saltbush Psychotherapy & Clinical Hypnosis (Saltbush)
Effective date: 26 February 2026
Applies to: All services provided by Saltbush Psychotherapy (Australia-wide)

ABN: 57 647 422 459

1. About Saltbush

Saltbush Therapy & Hypnosis provides therapeutic services (including strategic psychotherapy and clinical hypnosis) to clients Australia-wide, including via telehealth/online delivery.

2. Scope of this policy

This policy covers complaints or concerns relating to:

  • the delivery of therapy or hypnosis services

  • professional conduct, boundaries, or communication

  • administrative processes (bookings, cancellations, invoices, records)

  • privacy and handling of personal information/health information

3. Our commitment to you

We will manage complaints with fairness, respect, and confidentiality. We aim to:

  • acknowledge complaints promptly

  • investigate concerns objectively

  • respond transparently within reasonable timeframes

  • protect your information in line with applicable privacy laws, including the Privacy Act 1988 (Cth) and other relevant state/territory requirements where they apply.

Raising a complaint will not affect your access to respectful care.

4. How to make a complaint

You can lodge a complaint by email at any time:

Email: shannon@saltbushtherapy.com

If you prefer, you can request a phone conversation and we can arrange a time. To help us investigate, please include (where possible):

  • your name and preferred contact details

  • what happened (with dates/times if relevant)

  • what outcome you are seeking (e.g., explanation, apology, fee review, change to process)

You may submit a complaint anonymously, noting this can limit our ability to investigate and respond.

5. How we handle complaints (process and timeframes)

Acknowledgement: within 5 business days
Outcome/response: within 21 business days (or we will update you if the matter is complex and needs more time)

Our process typically includes:

  1. Confirming the issue and your preferred outcome

  2. Reviewing relevant information (e.g., correspondence, booking notes, and—where appropriate—relevant clinical notes)

  3. Considering options to resolve the matter fairly

  4. Providing a written response outlining findings and any actions we will take (where appropriate)

  5. Service improvement to prevent recurrence where relevant

6. Confidentiality and access to records

To investigate a complaint, Saltbush may need to access relevant client records. Access will be limited to what is reasonably necessary and handled confidentially. Where consent is required or appropriate, we will seek your consent.

7. Conflicts of interest

Saltbush may be operated by a sole practitioner. If your complaint concerns the practitioner directly, we will manage this by offering one or more of the following (as appropriate):

  • an independent review by an external supervisor/mentor/ethics advisor (with confidentiality safeguards)

  • clear external escalation pathways (see Section 9)

8. Standards and professional conduct

Saltbush aims to deliver services in line with applicable professional and ethical standards, client safety obligations, and relevant laws.

9. External escalation options (Australia-wide)

If you are dissatisfied with our response, or prefer to raise your concern externally, you can contact the health complaints body in your state or territory (based on where you received the service / where you are located):

  • NSW – Health Care Complaints Commission (HCCC): 1800 043 159

  • VIC – Health Complaints Commissioner: 1300 582 113

  • QLD – Office of the Health Ombudsman: 133 646

  • ACT – ACT Human Rights Commission (Health Services Commissioner): (02) 6205 2222

  • SA – Health and Community Services Complaints Commissioner: 1800 232 007

  • WA – Health and Disability Services Complaints Office (HaDSCO): 1800 813 583

  • TAS – Health Complaints Commissioner: 1800 001 170

  • NT – Health and Community Services Complaints Commission: 1800 004 474

If your concern relates to a registered health practitioner (e.g., AHPRA-registered professions), you may also raise a concern with Ahpra (1300 419 495).

Privacy concerns: If your complaint relates to mishandling of personal information, you can complain to the Office of the Australian Information Commissioner (OAIC) (1300 363 992).

10. Contact

To lodge a complaint or request assistance:

Saltbush Therapy and Hypnosis 
admin@saltbushtherapy.com
+61 426 387 201