Feedback & complaints
Last updated: [DATE TBD] · [LEGAL REVIEW — all four documents are plain-language drafts. A lawyer must review before publishing.]
We want to know
If something we did wasn’t right — or if it was, and you want to tell us — we want to hear it. Feedback goes to the people who can act on it, not a suggestion box.
How to raise it
Talk to your clinician directly, ring reception and ask for our Clinical Lead, or email feedback@circlewell.com.au. You can raise a concern anonymously, though it limits what we can do to fix it for you personally.
What happens next
We acknowledge every complaint within two business days. The Clinical Lead reviews it, speaks with you if you’re willing, and responds with what we found and what we’re changing — usually within two weeks. Raising a complaint never affects your care.
If you’d rather go outside Circlewell
You can complain directly to the regulator at any time — you don’t need to come to us first: AHPRA (psychology, occupational therapy, physiotherapy) — ahpra.gov.au or 1300 419 495. Speech Pathology Australia (speech pathology) — speechpathologyaustralia.org.au. NSW Health Care Complaints Commission — hccc.nsw.gov.au or 1800 043 159. For NDIS supports: NDIS Quality and Safeguards Commission — ndiscommission.gov.au or 1800 035 544.
Privacy of complaints
Complaints are handled confidentially and stored separately from your clinical file. Making a complaint is never noted in your treatment records.