Complaints & feedback
We want to hear from you
Compliments, suggestions and complaints all help us improve. If something hasn't gone the way it should, please tell us. Raising a concern will never affect the service you receive.
How to give feedback or make a complaint
You can talk to your counsellor directly, or contact our Principal Rehabilitation Counsellor if you'd rather speak to someone else.
Phone(07) 3608 1355
PostComplaints, Eclosia Counselling & Rehabilitation, T08, Serviced Office 7, 23 Discovery Drive, North Lakes QLD 4509
A family member, carer, advocate, support coordinator or case manager can raise a concern on your behalf with your permission.
What happens next
- 1We acknowledge itWe'll let you know we've received your feedback within two business days.
- 2We look into itWe'll listen to your concerns, review what happened and keep you informed.
- 3We respondWe aim to resolve complaints within 30 days, and will explain what we found and what we'll do.
- 4We learnWe use what you tell us to improve our services.
Your complaint will be handled confidentially and fairly, in line with our privacy collection notice.
If you're not satisfied
If we haven't resolved your concern, you can contact:
- The Australian Counselling Association (ACA) or the Australian Society of Rehabilitation Counsellors (ASORC), about the professional conduct of a counsellor
- Queensland's Office of the Health Ombudsman, about a health service (www.oho.qld.gov.au, 133 646)
- The Office of the Australian Information Commissioner, about privacy (www.oaic.gov.au, 1300 363 992)
- The NDIS Quality and Safeguards Commission, about NDIS supports (www.ndiscommission.gov.au, 1800 035 544)
- Your insurer or case manager, about services funded on a workers' compensation or CTP claim