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Complaints Policy

We value feedback and complaints as they assist us to improve our products, services and client service. This policy has been designed to assist both clients and team members. SPM  is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all clients making a complaint fairly.

Definition of a Complaint:

A complaint is any expression of dissatisfaction or grievance regarding our services, staff, or overall practice experience. Complaints can be made verbally (phone, in-person) or in writing (email, letter).

Confidentiality and Privacy:

We are committed to protecting clients' privacy. All complaints will be handled confidentially, and personal information will not be disclosed to third parties without written consent, except as required by law or to ensure safety of the client or others.

Complaint Handling Process:

  1. Initial Response: All complaints will be acknowledged within two business days. We will strive to resolve most complaints at the first point of contact.

  2. Investigation: If the complaint requires further investigation, we will gather all relevant information and may contact the client for clarification.

  3. Response: If SPM is directly approached with the complaint, either to the individual clinician or management, we will provide a written response outlining the proposed resolution within a reasonable timeframe, typically within 10 business days.

  4. Communication: We will keep the client informed throughout the complaint resolution process, especially if there are any delays or changes.

  5. Escalation: If the complaint cannot be resolved, clients may have the right to escalate the issue to the relevant external body, such as the Australian Health Practitioner Regulation Agency (AHPRA) or the state or territory's health complaints commissioner.

Alternatively, we also accept client feedbacks here.

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