We take all concerns and complaints seriously and use them to improve what we do.
ISTDP Australia & New Zealand is committed to providing high-quality training, supervision and information. If something we have done has not met your expectations, we want to hear about it.
Please email us at [email protected] with your contact details, what happened, and the outcome you are seeking. We will acknowledge your complaint within five business days and aim to respond fully within twenty business days. You have the right to request that your complaint will be reviewed by someone who was not involved in the matter.
We are a small organisation, so internal review has limits we would rather be open about. If you would simply prefer that it is not handled by us, you can take it straight to an independent body — you do not need to first raise it with us. The relevant professional, registration and independent health complaints bodies are listed below, and they will consider a complaint whether or not you have contacted us.
We handle complaints sensitively and in line with the Australian Privacy Act 1988.
Each therapist listed in our directory practises independently and is responsible for their own clinical work, so we are not able to manage complaints relating to them. If your concern is about the care you received from an individual practitioner, please raise it directly with them and/or with the relevant professional or regulatory body:
You can also raise a concern with the independent health complaints body for the state, territory or country where the therapist practises. You do not need to first go through the practitioner or through us.
Email: [email protected]
Post: 33 Drummond Street, Carlton VIC 3053, Australia
This policy provides general information about how we handle complaints; it is not legal advice. If you are in crisis or need urgent help, please call Lifeline on 13 11 14 (Australia) or 1737 (New Zealand), or contact emergency services on 000 (Australia) / 111 (New Zealand).
