Serene Solutions Complaints Policy

1. Purpose

Serene Solutions is committed to providing high‑quality, ethical, and professional services. This policy outlines how complaints are raised, managed, and resolved, and ensures complaints are handled fairly, respectfully, and in accordance with professional and legal obligations.

2. Scope

This policy applies to all clients of Serene Solutions and to all services provided by the practice, including individual, couple, and family services.

3. Definition of a Complaint

A complaint is any expression of dissatisfaction regarding services provided by Serene Solutions, including concerns about professional conduct, service delivery, communication, boundaries, privacy, or administrative processes.

4. Principles Guiding Complaint Handling

Serene Solutions manages complaints in accordance with the following principles: - Accessibility and transparency

- Fairness and impartiality

- Timely response

- Confidentiality and privacy

- Non‑retaliation

- Continuous quality improvement

Clients will not be disadvantaged or treated differently for raising a complaint.

5. How to Make a Complaint to Serene Solutions

Clients are encouraged to raise concerns as soon as practicable.

Complaints may be made:

- In writing via email or contact form (admin@serenesolutions.com.au)

- By letter addressed to Serene Solutions (P.O. Box 2622, Shop 1, 11 Main Street, Ellenbrook 6069 WA)

Complaints should include:

- The client’s name and contact details

- A clear description of the concern

- Relevant dates and details - Any supporting information

Receipt of the complaint will be acknowledged within seven (7) business days.

6. Internal Complaint Handling Process

6.1 Acknowledgement
Serene Solutions will acknowledge receipt of the complaint within seven (7) business days.

6.2 Review and Investigation
The complaint will be reviewed by the practitioner or a delegated responsible person. This may include reviewing records and, where appropriate, consulting supervision.

6.3 Response
A written response will be provided within fourteen (14) business days of acknowledgment, unless additional time is required. Where delays occur, the client will be informed.

6.4 Outcome and Resolution
Where possible, Serene Solutions will work collaboratively with the client to resolve concerns and document outcomes and any agreed actions.

7. Couples and Joint Clients: Consent in Complaints

7.1 Joint Nature of the Therapeutic Relationship
Where services are provided to couples, families, or joint clients, the professional relationship is held jointly. Information arising from joint sessions is considered shared clinical information unless otherwise agreed in writing.

7.2 Raising a Complaint
A complaint may be raised by one party; however, confidentiality obligations apply to all parties involved in the therapeutic relationship.

7.3 Consent Requirements
Where a complaint requires reference to joint session content, clinical records, or practitioner decision‑making arising from joint work, written consent from all parties to the therapeutic relationship is required before the complaint can be progressed substantively.

7.4 Limitations Without Joint Consent
If joint consent is not provided: - The practice may be limited in its ability to respond in detail; - Responses may be restricted to administrative or procedural matters; - No confidential information relating to the non‑consenting party will be disclosed.

7.5 Exceptions
Joint consent is not required where: - The complaint relates solely to administrative or billing matters.

- Disclosure is required or authorised by law (including court orders, subpoenas, or mandatory reporting obligations);

- There is a serious and imminent risk to the safety of any person.

8. External Complaint Options

If a client is not satisfied with the outcome of the internal complaint process, they may pursue an external review through relevant professional bodies.

8.1 Australian Association of Social Workers (AASW)
Clients may lodge a complaint with the AASW Ethics Office regarding alleged breaches of the AASW Code of Ethics by an AASW member.

8.2 International Strategic Psychotherapists Association (ISPA)
Clients may lodge a complaint with ISPA where the practitioner is a member, and the concern relates to professional or ethical conduct under ISPA standards.

Clients are encouraged to attempt resolution directly with Serene Solutions before engaging external complaint processes.

9. Confidentiality and Record Keeping

All complaints and related records are handled confidentially and stored securely in accordance with privacy legislation and professional standards.

10. Continuous Improvement

Serene Solutions uses feedback and complaints to improve service quality, policies, and professional practice.

11. Policy Review

This policy will be reviewed regularly and updated as required to reflect legislative, professional, or practice changes.