Complaints and compliments
This module provides structured guidance for receiving, managing, and responding to feedback within a psychology practice. It includes policies and procedures for client complaints, team member grievances, compliments, and broader feedback mechanisms, along with practical tools such as a complaints form and a complaints and compliments register.
Feedback is a valuable source of information to help a practice adapt and improve. Compliments acknowledge what is working well, while complaints and grievances highlight areas that may require attention or change. This module helps practices establish an ethically sound, caring, and non-judgmental approach to receiving feedback, ensuring that clients, their families, and team members feel heard and supported.
By using these documents, practices can consistently log, track, and action feedback, provide appropriate responses, and incorporate learnings into operational and clinical processes. The module also aligns with obligations under the AHPRA Code of Conduct (2025 release) and relevant ethical guidelines, supporting safe, transparent, and accountable practice management.
Included resources in this module:
- Feedback Mechanisms policy and procedure
- Team Member Complaints and Grievances policy and procedure
- Client Complaints policy and procedure
- Compliments policy and procedure
- Feedback Form
- Complaints and Compliments Register
