Complaints and Feedback

Last updated: December 2025

Cygnet Clinic is committed to providing safe, respectful and high-quality care. We recognise your right to speak up if you are unhappy with any aspect of your experience. Our complaints process is guided by the Ahpra Code of Conduct and relevant National Board codes.

1. Our commitment

At Cygnet Clinic we will:

• Treat all feedback and complaints seriously, respectfully and without judgement.
• Listen carefully to your concerns and, where possible, resolve issues promptly and informally.
• Offer a clear, accessible process for making a formal complaint.
• Ensure that making a complaint will not prejudice your care, access to services, or the way staff interact with you.
• Handle complaints in line with our professional and legal obligations, including confidentiality and privacy.
• Reflect on complaints to improve our services, systems and communication.

2. What is a complaint?

A complaint is any expression of dissatisfaction or concern about, for example:

• the care or treatment you received
• communication, respect or cultural safety
• clinic facilities, fees, billing or administrative processes
• access to services, appointments or waiting times
• the conduct of a practitioner or other staff member.

You can also provide compliments or general feedback if there is something you feel we have done well, or suggestions for improvement.

3. Who can make a complaint?

A complaint or concern can be raised by:

• clients/patients of Cygnet Clinic
• parents, carers, partners or other family members (with appropriate consent where required)
• legal guardians or substitute decision-makers
• referrers (for example: GP, psychiatrist, NDIS planner, support coordinator)
• other service providers or advocates acting with your permission.

Complaints can be made in your own name, on behalf of someone else (with consent), or anonymously (noting this may limit our ability to respond).

4. How to raise a concern with us

4.1 Informal feedback

Where you feel safe to do so, we encourage you to first raise your concerns directly with your treating practitioner, or with our reception/administration team or a senior staff member. Many issues can be resolved quickly through discussion, clarification or a simple change in arrangements.

4.2 Making a formal complaint to Cygnet Clinic

If your concern is serious, ongoing, not resolved informally, or you prefer not to speak to the person involved, you can lodge a formal complaint.

4.2 Making a formal complaint to Cygnet Clinic

If your concern is serious, ongoing, not resolved informally, or you prefer not to speak to the person involved, you can lodge a formal complaint.

You may do this by:

• Online feedback and complaints form: Cygnet Feedback Form
• Email (Directors): directors@cygnetclinic.com.au
• Post: Suite 33, 6 Keane Street, Midland, WA, 6056
• Phone: (08) 9467 7676
• In person: by requesting to speak with the Clinic Manager or Director.

Please include, where possible:

• your name and preferred contact details (unless you wish to remain anonymous)
• what happened, including dates, times and who was involved
• how this has affected you
• what outcome you are seeking (for example: an explanation, apology, change in care, or other action).

If you need help to make a complaint (for example due to language, disability, literacy or other barriers), we will do our best to assist, including arranging an interpreter or support person where practical.

5. How we will handle your complaint

5.1 Acknowledgement

We aim to acknowledge receipt of your complaint within 2–3 business days. If you lodge a complaint anonymously, acknowledgement may not be possible, but the concern will still be reviewed.

5.2 Assessment and management

Depending on the nature of your complaint, we may:

• review your records (to the extent permitted by privacy laws)
• speak with staff involved
• seek advice from senior clinicians or management
• consider any safety, risk or cultural issues.

Complaints will be managed by an appropriate person such as the Clinic Manager, Clinical Director or another senior staff member not directly involved in the matter.

5.3 Response and resolution

We aim to provide a considered response within 20 business days where possible. Some matters may take longer if they are complex or require external advice – if so, we will keep you informed of our progress.

Outcomes may include:

• an explanation or clarification
• an apology
• changes to your treatment plan, clinician or appointment arrangements
• improvements to our systems, policies or environment
• in some cases, an explanation of why we are unable to do what you have requested.

If you remain dissatisfied after our response, we will provide information about external options for further review (see Section 7).

6. Your rights and our responsibilities

In line with the Ahpra Code of Conduct and National Board codes:

• You have the right to make a complaint about any aspect of your care, and to have that complaint taken seriously.
• You have the right to be treated with respect, including cultural safety, privacy and dignity.
• You are entitled to request an advocate, support person or interpreter.
• We will act honestly and transparently, including acknowledging and exploring any adverse events or misunderstandings.
• We will not victimise or discriminate against you because you have complained.
• We will keep appropriate records of complaints and the actions taken, and review these regularly to improve our services.

We also have obligations not to make vexatious complaints about others and to cooperate appropriately with any external complaint processes or regulatory investigations.

7. External complaint options

You are always entitled to make a complaint directly to an external body. You can do this instead of, or as well as, raising your concerns with us.

7.1 Health and Disability Services Complaints Office (HaDSCO) – Western Australia

HaDSCO is an independent statutory authority that provides a free, impartial and confidential service for complaints about health, disability and mental health services in Western Australia and the Indian Ocean Territories. HaDSCO can accept complaints about both individual practitioners and organisations.

For current information on how to make a complaint, please visit the HaDSCO website (search online for “HaDSCO make a complaint”).

7.2 Ahpra and National Boards

If your complaint relates to the conduct, health or performance of a registered health practitioner (such as a psychologist, medical practitioner or nurse), you can raise a concern directly with the Australian Health Practitioner Regulation Agency (Ahpra) and the relevant National Board.

Ahpra provides an online form and information to help you decide whether to lodge a concern and how it will be managed. For details, search online for “Ahpra concerned about a health practitioner”.

7.3 National Health Practitioner Ombudsman

If you are unhappy with how Ahpra or a National Board has handled a complaint you made to them, you can contact the National Health Practitioner Ombudsman. Information is available via the Ahpra “Complaints about us” page.

7.4 Other support and advocacy

In Western Australia, organisations such as the Health Consumers’ Council provide advocacy and assistance to people who wish to make a complaint about health care. You can search online for “Health Consumers’ Council WA” for current contact details.

8. Privacy and confidentiality

Information you provide in a complaint will be handled in accordance with our Privacy Policy and relevant privacy legislation. Your complaint will only be shared with staff who need the information to help resolve the matter or meet our legal obligations.

If your complaint relates to a specific staff member, they may need access to relevant information in order to respond fairly. If you choose to remain anonymous, we will respect this, but it may limit our ability to investigate or respond.

9. Continuous improvement

Cygnet Clinic reviews feedback and complaints on a regular basis to identify patterns or recurring issues, improve our clinical and administrative systems, support staff training and supervision, and ensure ongoing alignment with the requirements of Ahpra, the Psychology Board of Australia and other National Boards.

This policy will be reviewed at least every three years, or sooner if there are significant changes to relevant legislation, regulations or Codes of Conduct.

This Complaints and Feedback Policy is intended as general information only and does not replace your rights under Australian law or the powers of independent complaints agencies. If you are unsure about your options, you may seek independent advice or contact HaDSCO, Ahpra or an advocacy service for further guidance.