Solace and Sanctuary is committed to addressing complaints from service users and community members in a fair, timely, and respectful manner. We provide language support for non-English speaking individuals and are dedicated to confidentiality. All complaints will be documented and maintained by Sarah Camille.

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Scope
This Complaints Policy applies to all programs and services offered by Solace and Sanctuary.

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Procedures

Step 1: Receiving a Complaint

Please contact Sarah Camille directly to discuss your concerns as soon as possible. If you prefer not to speak directly, you may reach out via written communication.
If necessary, Sarah Camille may seek guidance to address your complaint effectively.
Resolved complaints will be documented in the Complaint Form.
 

Step 2: Further Discussion

If your complaint remains unresolved, you will have the opportunity to discuss it further with Sarah Camille, who will reach out to you promptly.
A meeting will be offered within five working days to further address your concerns.
If you are still unhappy with the outcome, Sarah may seek mediation support from her Counselling Supervisor or the Australian Counselling Association.
You will receive a written response within two weeks of any meeting regarding your complaint.
 

Step 3: Escalation to the Australian Counselling Association
If you remain dissatisfied with Sarah Camille’s response, you can escalate your complaint to the ACA.

 

Documentation
All complaints will be documented using the Complaint Form, which will be kept separate from your service records. You may request access to your complaint records, except where confidentiality of another service user may be breached. These records will be retained for the same duration as your client record (currently seven years).