Byron Counselling Complaints Policy

Byron Counselling Complaints Policy

In accordance with best practices and the requirements of the Psychology Board of Australia, Kieran Riordan (t/a “Byron Counselling”) adopts the following dispute resolution and complaints handling policy.

Byron Counselling aims to deliver a high quality of services and to uphold the highest standards of ethics and professionalism, within the agreed aims of the initial service agreement.  If, however, for any reason you are dissatisfied with the quality of service you have received or the way you have been treated, this policy sets out how and to whom you may complain.

Website complaints

If you have a comment about the function of our website, please email us at or  via the Contact page.

Service complaints

We deal with complaints in two ways depending on the nature of your complaint.

  1. Administrative complaints.  If your complaint is about an administrative matter (such as billing, enquiries, patient intake, communications or scheduling), then please set out the details of your complaint in writing by letter addressed to PO Box 1072, Byron Bay NSW 2481. We will acknowledge receipt of your complaint within 7 working days and tell you how we propose to deal with your complaint.
  2. Counselling services.  If your complaint is about our provision of counselling services to you, then please follow the following procedure:
    1. At first instance, we recommend raising your complaint directly with your counsellor.  A frank and confidential discussion with the practitioner may assist in resolving your concerns or clarify any misunderstandings that might exist.
    2. If you do not feel comfortable discussing your complaint directly with your therapist, or you are dissatisfied with the response you receive, please set out details of your complaint in writing.  Depending on the nature of your complaint, we may recommend discontinuing therapy, refer you to an alternative therapist, or take further steps in therapy to address your concerns.
    3. If further therapy or a referral does not resolve your complaint, you may wish to discuss the matter with a trusted healthcare professional, such as your GP, or you can lodge a formal complaint with your therapist’s professional membership body.

Please note that for reasons of patient confidentiality, a complaint may only relate to services provided to you (and not to any other person).  We will not discuss, nor release any records or materials related to a complaint or counselling services provided to any other person, unless ordered to do so by a competent court or authority.

Professional membership

Byron Counselling is regulated by the following professional associations and tribunals:

Australian Health Practitioner Regulation Agency
(Psychology Board of Australia)
Level 51, 680 George Street
Tel:  1300 419 495

Psychology and Counselling Federation of Australia (PACFA)
290 Park Street, Fitzroy North, VIC 3068
Tel: (03) 9486 3077
Fax: (03) 9486 3933

Counsellors & Psychotherapists Association of NSW (CAPA)
Level 13, Suite 134, 183 Macquarie Street
Sydney NSW 2000
Tel: 02 9235 1500

Complaint timeframe

In general, we will aim to respond to your complaint within 7 working days, or as indicated in our acknowledgment of your complaint.