Complaints Policy

In accordance with industry best practice, 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 me at kieranriordan@gmail.com. 

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, intake, communications or scheduling), then please set out the details of your complaint in writing by letter addressed to PO Box 501, Mullumbimby NSW 2482 or email above.  We will acknowledge receipt of your complaint within 7 working days and tell you  within 21 days, 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 counsellor, 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 to address your concerns.
    3. If further counselling 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 the Australian Counselling Association: PO Box 158, Nundah, QLD 4012, Tel: (07) 3356 4255.

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.

Complaint timeframe

In general, we will aim to respond to your complaint within 21 working days, or as indicated in our acknowledgment of your complaint.