Complaints Policy

Purpose
Akkadian Health is committed to providing safe, respectful, and high-quality mental health services. This policy outlines how feedback and complaints about our services can be made, how they will be managed, and how they contribute to continuous improvement. We view complaints as an important opportunity to listen, learn, and improve.

Scope
This policy applies to all feedback and complaints received by Akkadian Health, regardless of the source or method of submission. It applies to all representatives of Akkadian Health, including employees or independent contractors.

This policy relates to complaints about Akkadian Health’s services and operations. It does not replace external regulatory, professional, or statutory complaints pathways that may also be available to clients.

Principles
Akkadian Health is committed to managing complaints in a way that is:

• Accessible – complaints can be made in a range of ways
• Fair and respectful – all parties are treated with dignity and impartiality
• Confidential – information is handled sensitively and securely
• Transparent – processes and outcomes are explained clearly
• Timely – complaints are acknowledged and addressed as soon as practicable
• Non-retaliatory – no person will be disadvantaged for raising a complaint

What is a Complaint?
A complaint is any expression of dissatisfaction or concern about Akkadian Health’s services, decisions, or conduct that a person considers unsatisfactory or unacceptable.

Feedback, including suggestions or compliments, is also welcomed and managed under this framework.

Who Can Make a Complaint?
Complaints may be made by:

• A client or former client
• A client’s family member, carer, guardian, or nominated representative
• An advocate or support person
• A referrer or other health professional
• An employee or contractor
• A member of the public

Complaints may be made anonymously (noting this may hinder our ability to appropriately investigate or respond).

What Can a Complaint Be About?
Complaints may relate to any aspect of Akkadian Health’s services, including but not limited to:

• The quality or delivery of clinical or administrative services
• Decisions made about care or access to services
• Communication or behaviour of staff or practitioners
• Privacy or handling of personal information
• Fees, billing, or appointment management

How to Make a Complaint
Complaints or feedback can be made in the following ways:

• In person – to any Akkadian Health staff member
• By phone – 1800 290 880
• By email – complaints@akkadianhealth.com
• In writing – by post to Akkadian Health (attention: Practice Manager)

Clients may request support to make a complaint, including assistance from a support person or advocate.

Our Response to Complaints
When a complaint is received, Akkadian Health will:

• Acknowledge the complaint within 3 business days
• Assess the nature and seriousness of the complaint
• Where appropriate, seek further information to understand the issues raised
• Consider the complaint objectively and fairly
• Take reasonable steps to resolve the matter
• Communicate the outcome to the complainant, where possible

Some complaints may be resolved quickly through informal discussion. Others may require a more detailed review or investigation.

Timeframes

Akkadian Health aims to manage complaints promptly. Timeframes may vary depending on the complexity of the issue, but we will keep complainants informed.

Confidentiality and Record-Keeping
All complaints are handled confidentially and in accordance with privacy legislation. Accurate records of complaints, actions taken, and outcomes are maintained securely, accessible only by the Akkadian Health management team and retained in line with legal and regulatory requirements.

Complaint records are used to:

• Monitor and review complaints
• Identify trends or systemic issues
• Support quality improvement activities
• Meet reporting or regulatory obligations where required

External Complaints Options
If a complainant is not satisfied with the outcome, or prefers to raise concerns externally, they may contact relevant external bodies, such as:

• AHPRA or the relevant professional board
• The Health Complaints Commissioner or equivalent state authority
• Other regulatory or oversight bodies as applicable

Continuous Improvement
Feedback and complaints help Akkadian Health improve our services. Themes and learnings from complaints are reviewed as part of our continuous improvement and clinical governance processes.

Policy Review
This policy is reviewed regularly to ensure it remains current, effective, and aligned with best practice and regulatory requirements.