Complaints

Clients have rights when engaging with regulated, accredited counselling and psychology services.

These rights should be upheld by professionals to safeguard the public from harm and to maintain the standing of the profession.

The Mental Health Act (2014) maintains principles to which all mental health professionals must adhere.

They are:

1.  People receiving mental health services should be provided assessment and treatment in the least restrictive way possible with voluntary assessment and treatment preferred.
2. People receiving mental health services should be provided those services with the aim of bringing about the best possible therapeutic outcomes and promoting recovery and full participation in community life.
3. People receiving mental health services should be involved in all decisions about their assessment, treatment and recovery and be supported to make, or participate in, those decisions, and their views and preferences should be respected.
4. People receiving mental health services should be allowed to make decisions about their assessment, treatment and recovery that involve a degree of risk.
5. People receiving mental health services should have their rights, dignity and autonomy respected and promoted.
6. People receiving mental health services should have their medical and other health needs, including any alcohol and other drug problems, recognised and responded to.
7. People receiving mental health services should have their individual needs (whether as to culture, language, communication, age, disability, religion, gender, sexuality or other matters) recognised and responded to.
8. Aboriginal people receiving mental health services should have their distinct culture and identity recognised and responded to.
9. Children and young people receiving mental health services should have their best interests recognised and promoted as a primary consideration, including receiving services separately from adults, whenever this is possible.
10. Children, young people and other dependents of people receiving mental health services should have their needs, wellbeing and safety recognised and protected.
11. Carers (including children) for people receiving mental health services should be involved in decisions about assessment, treatment and recovery, whenever this is possible.
12. Carers (including children) for people receiving mental health services should have their role recognised, respected and supported.

Should something of concern occur in the counselling room, clients have the right to a fair and transparent process for submitting their complaints and feedback.

Life Supports encourage, welcome and take client feedback very seriously. You can find the codes of ethics to which our psychologists and counsellors adhere here.

Life Supports are a neutral body and in dealing with concerns we aim to protect, empower and resolve by consent where possible.