Complaint Handling and Dispute Resolution Policy

Our Commitment

TAO Psychotherapy is committed to providing safe, high-quality, and ethical therapeutic services. We value open feedback and view complaints as an opportunity to reflect on, improve, and refine our clinical practice. We aim to make raising concerns straightforward, handling all matters with fairness, respect, confidentiality, and care.

How to Raise a Concern

If you have a concern or complaint, we encourage you to raise it directly during a session or contact us outside of session time. Many concerns can be resolved constructively through open dialogue.

If a matter cannot be resolved informally or you wish to make a formal complaint, you can submit it via:  

To help us address your concerns effectively, please include:

  • A description of the issue or concern

  • Relevant dates, events, or interactions

  • The resolution or outcome you are seeking

If you require assistance or support to lodge a complaint, please let us know and we will facilitate this process.

How We Handle Complaints

Formal complaints are managed directly by the practice director and principal therapist, Tristan Avella-O’Brien.

In handling your complaint, we will:

  • Treat all information with strict confidentiality, shared only on a need-to-know basis or as required by law.

  • Provide a supportive, non-defensive space for you to explain your perspective.

  • Seek your consent before involving any relevant third parties (e.g., supervisors or professional bodies) unless required by safety or legal obligations.

  • Offer to meet (in person, online, or via phone) to discuss the matter and work toward a mutually agreed resolution.

Timeframes

  • Acknowledgement: We will acknowledge receipt of your complaint within two (2) business days.

  • Resolution Target: We aim to review and resolve most complaints within five (5) to ten (10) business days, depending on the complexity of the matter. If additional time is required, we will keep you informed of progress.

Possible Outcomes

Where a complaint is substantiated or highlights areas for practice reflection, appropriate action will be taken. This may include:

  • A clear explanation, clarification, or formal acknowledgement of the issue

  • Adjustments to service delivery or fee arrangements where appropriate

  • Changes to practice policies, administrative systems, or clinical protocols to prevent recurrence

External Dispute Resolution Pathways

While we aim to resolve all concerns directly and collaboratively, you have the right to seek external advice or lodge a formal complaint with independent regulatory and professional bodies at any time:

  • Professional Registration Body:

    Australian Association of Social Workers (AASW)

    Website:www.aasw.asn.au | Phone: 1800 630 124

  • Health Care Complaints Entities:

    You may contact the relevant Health Care Complaints Commissioner in your state or territory (e.g., Office of the Health Ombudsman QLD, Health Care Complaints Commission NSW, or Health and Community Services Complaints Commissioner SA).

  • Privacy Concerns:

    Office of the Australian Information Commissioner (OAIC)

  • Website:www.oaic.gov.au | Phone: 1300 363 992 

Last reviewed: Monday, 7th September 2026