Legal
Feedback and complaints.
How to tell us when something is not right, and what we do about it
We want you to feel comfortable telling us when something is not right, and we would love to hear what is working well. Your feedback helps us improve, and raising a concern will never affect the care you receive from us. We don’t publish client feedback or testimonials, in line with Ahpra’s advertising requirements.
1. How to give feedback or make a complaint
- Speak with your psychologist. Many concerns are best resolved directly, and your psychologist will welcome the conversation.
- Contact the Director, Maneet Singh, at info@ausfivepsychology.com.au, if you would rather not raise it with your psychologist or the issue has not been resolved.
- Write to us. You may use the feedback form on our website or email us at any time.
- You may give feedback anonymously, use an interpreter, or have a family member, friend, advocate or support person help you. Just let us know what you need.
2. What happens next
| When | What we do |
|---|---|
| Within 2 business days | We acknowledge your complaint and tell you who is handling it. |
| Within 14 days | We look into what happened, speak with you and anyone else involved, and give you our response in writing. If we need longer, we tell you why and keep you updated. |
| Resolution | We tell you what we found, what we will change, and what you can do if you are not satisfied. |
- Complaints are handled confidentially and only by the people who need to be involved.
- You will not be treated differently because you made a complaint.
- If a complaint concerns the Director, it will be handled by an independent person nominated by AusFive.
- We keep a register of complaints and feedback and review it every quarter to improve our service.
3. If you would like independent help
You can contact an external body at any time, including before you contact us.
| Organisation | Contact |
|---|---|
| Health Complaints Commissioner (Victoria) | hcc.vic.gov.au · 1300 582 113 |
| Australian Health Practitioner Regulation Agency (AHPRA), for concerns about a registered practitioner's conduct or health | ahpra.gov.au · 1300 419 495 |
| Office of the Australian Information Commissioner (privacy) | oaic.gov.au · 1300 363 992 |
| NDIS Quality and Safeguards Commission (NDIS participants) | ndiscommission.gov.au · 1800 035 544 |
| Clients outside Victoria | The health complaints body in your state or territory. We can give you the contact details. |
Last updated: Version 1.0, October 2026
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