Policies & Legal
Complaints & Feedback Policy
How to tell us when something's wrong — and what we'll do about it
In plain English: If something we've done has fallen short, we want to hear about it. This policy explains how to raise a concern, what you can expect from us, and what to do if you're not satisfied with our response.
Last reviewed: 22 July 2026
Why we have this policy
We take feedback seriously — both the positive kind and the kind that's harder to hear. As an AHPRA-registered practitioner and as a small business that works with educators and centres caring for children, we believe being open to complaints is part of doing this work well.
What you can give feedback or complain about
You can raise any concern with us, including about:
- Something we've published, said, or shared (on our website, in content, in training).
- The way we've communicated with you or your team.
- The quality, content, or delivery of one of our programs or services.
- Billing, refunds, or invoicing.
- How we've handled your personal information.
- My professional conduct as a registered Occupational Therapist.
- Anything you feel doesn't align with our Child Safeguarding Statement.
How to give us feedback or make a complaint
The simplest way: email
Email [email protected] with as much detail as you're comfortable sharing, including:
- What happened (and when, if relevant).
- How it has affected you, your team, or your service.
- What outcome you'd like.
If you'd prefer to speak by phone or video instead, just say so in your email and we'll set up a time.
If you'd prefer to write to us
PO Box 209, Buddina QLD 4575
What we'll do
Acknowledge
We will acknowledge your complaint within two business days of receiving it.
Listen
We will read what you've sent us carefully, ask any clarifying questions, and look into what happened from our side.
Respond
We will respond substantively within 20 business days. If we need longer (for example, because the issue is complex or involves third parties), we will tell you why and let you know when to expect a fuller response.
Act
Where we have got something wrong, we will say so, apologise, and take reasonable steps to make it right. Where we don't agree with the concern, we will explain our reasoning.
Record
We keep a confidential record of complaints so we can identify patterns and improve over time.
Confidentiality
We will treat your complaint confidentially. We will only share details with people who genuinely need to be involved in resolving it. If your complaint relates to a third party, we may need to share information with them in order to investigate — we'll tell you if that's needed.
If you're not satisfied with our response
If you've gone through this process and you're not satisfied, you have several external options depending on the nature of your concern.
Concerns about my conduct as a registered OT
Contact the Australian Health Practitioner Regulation Agency (AHPRA) at ahpra.gov.au or 1300 419 495.
Concerns about consumer rights or refunds
Contact the Office of Fair Trading in Queensland (qld.gov.au/fairtrading) or the Australian Competition and Consumer Commission (accc.gov.au).
Concerns about how we've handled your personal information
Contact the Office of the Australian Information Commissioner (oaic.gov.au or 1300 363 992).
Concerns about a child's safety
If you believe a child is at immediate risk of harm, contact 000. To report concerns about child safety in Queensland, contact the Department of Child Safety, Seniors and Disability Services.
If something we've done has caused harm or frustration, please don't sit with it. I'd much rather have an honest conversation than have you walk away feeling unheard. — Sally
