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

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


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