Client Care and Communication Policy

Purpose

TAO Psychotherapy is committed to delivering consistent, safe, and high-quality psychological support. This policy outlines how we engage with prospective and existing clients, respond to enquiries, and ensure everyone who interacts with our practice is treated with dignity, respect, equity, and care.

Our Commitment to Clients

We view every person who reaches out to our practice as deserving of thoughtful and respectful engagement. We are committed to:

  • Providing transparent, honest, and professional service at all times.

  • Responding to enquiries in a timely manner and maintaining clear communication boundaries.

  • Delivering therapeutic services that adhere to established professional and clinical ethical standards.

Fair, Respectful, and Inclusive Care

We recognise that every client comes with unique lived experiences, needs, and backgrounds. Our practice will:

  • Treat all clients with honesty, integrity, and deep respect for their autonomy.

  • Foster a culturally safe, inclusive, and trauma-informed therapeutic environment.

  • Make reasonable adjustments to accommodate diverse physical, sensory, neurodivergent, or administrative access needs.

  • Ensure no client is discriminated against on the basis of age, race, cultural background, religion, gender identity, sexual orientation, disability, or socio-economic status.

Communication and Responsiveness

We value active listening and clear communication to ensure we understand your needs without making assumptions.

  • Response Windows: Non-urgent enquiries received via email or telephone will generally receive a response within five business days.

  • Communication Boundaries: Administrative communications (email/phone) are intended for scheduling, general practice enquiries, and routine administrative matters. They are not monitored 24/7.

  • Crisis Disclaimer: TAO Psychotherapy is an outpatient therapeutic practice and does not provide emergency or crisis response services. In the event of an urgent mental health crisis or emergency, clients are instructed to contact 000, visit a local hospital emergency department, or contact 24/7 support services such as Lifeline (13 11 14) or Beyond Blue (1300 22 4636).

Enquiries and Complaints

All client enquiries, feedback, and concerns are taken seriously and handled with care to support a clear and fair resolution.

  • Responses will be respectful, clear, and directly address the matter raised.

  • Formal complaints or disputes will be managed in accordance with our Complaint Handling and Dispute Resolution Policy.

Practice Representation

When communicating with clients—whether verbally or in written form—you will be communicating directly with the principal therapist, Tristan Avella-O’Brien (or authorised administrative support acting on behalf of the practice), clearly identifying who you are speaking with.

Continuous Reflection and Improvement

Delivering ethical, high-quality care requires ongoing reflection. We regularly review our practice procedures, administrative workflows, and client feedback to refine our service standards, support continuous professional development, and ensure a responsive care environment.

Last reviewed: Monday, 7th September 2026