Making a Complaint

If you are unhappy about the service you have received and wish to make a complaint, the steps to be followed are:

Step 1. Discuss your concerns directly with the counsellor/supervisor, if possible. This is often the quickest way to resolve a situation.

Step 2. Should you feel uncomfortable doing this, or if your discussion has been unsuccessful and you wish to make a complaint to QCA, check if the counsellor/supervisor about whom you wish to complain is currently a member of QCA. QCA can only hear complaints against those practitioners who are current members of QCA. You can do this by using the “Find a Counsellor” and “Find a Supervisor” links on the QCA web site. Should the counsellor about whom you wish to complain not be a current member of QCA, contact the Office of the Health Ombudsman in Queensland. Their contact details are:

Telephone: 133 646
Email: info@oho.qld.gov.au
Web: www.oho.qld.gov.au

Step 3. Read the QCA Code of Ethics and Professional Conduct Procedure. This document contains information about the ethical responsibilities of counsellors which, if breached, could be grounds for a complaint. It also contains information about who can make a complaint, the procedure for making a complaint, what will happen next, and the timeframes involved. You can access this document by going to the following link: QCA Code of Ethics

Step 4. Having read the QCA Code of Ethics and Professional Conduct Procedure, you believe you have grounds for a complaint, complete the QCA Complaints Information Report and submit this to QCA. This form can be accessed by going to the following link: Complaints Information Report Form