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.
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.
There are generally 3 pathways for submitting feedback, dependent upon the nature of the concern or praise and its severity.
The client wishes to leave the feedback with Life Supports’ head office to be lodged internally and dealt with according to our internal review processes. In this instance, the feedback will not be passed onto the therapist and they do not receive a right of reply.
Our internal review processes log all feedback and make decisions about representation
This option means the client has chosen not to take the feedback further and they have chosen not to give the therapist a right of reply.
The client may choose to submit the concern either using their name or anonymously. The client may choose to accept further communication from the therapist, or to request no further communication from the therapist.
If a client feels their rights were violated in the counselling room, the client has the right to pursue a formal complaint through these avenues. Making a complaint through this pathway may mean that the professional body requires further evidence to avoid unfair or frivolous claims, but you have the right to pursue this avenue if your grievance is serious. Life Supports support the fair and transparent processes involved.