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Complaints and Feedback Policy

Purpose

Solace and Sanctuary is committed to providing safe, ethical, and high-quality counselling services. We welcome feedback and take complaints seriously. All concerns will be addressed in a fair, respectful, timely, and confidential manner.

Making a complaint will not affect your access to services. You will not be disadvantaged or treated differently for raising a concern.
 

Scope

This policy applies to all services, programs, and activities delivered by Solace and Sanctuary, including in-person, telehealth, nature-based, and animal-assisted sessions.
 

Guiding Principles

Complaints will be managed in accordance with:

  • The Australian Counselling Association (ACA) Code of Ethics and Practice

  • The National Disability Insurance Scheme (NDIS) Practice Standards (where applicable)

  • The Privacy Act 1988 (Cth) and Australian Privacy Principles

  • Relevant state and federal legislation
     

We are committed to:

  • Fairness and impartiality

  • Respectful communication

  • Timely responses

  • Confidentiality and privacy protection

  • Continuous service improvement

Language support can be arranged where required.
 

How to Make a Complaint

Complaints may be made:

  • In person

  • By phone

  • By email

  • In writing

  • Anonymously (note that anonymous complaints may limit our ability to respond fully)
     

Contact Details

Sarah Camille
Solace and Sanctuary
Phone: 0422 646 123
Email: sarah@solaceandsanctuary.org
 

Complaint Handling Process

Step 1: Acknowledgement

  • All complaints will be acknowledged within two (2) business days.

  • Concerns will be listened to respectfully and documented.

  • Where appropriate, immediate steps will be taken to address the issue informally.
     

Step 2: Review and Discussion

If the matter is not resolved at the initial stage:

  • A meeting (in person or online) will be offered within five (5) working days.

  • The complaint will be reviewed carefully and objectively.

  • Independent professional consultation or supervision may be sought to ensure a fair and ethical resolution.

  • A written response outlining the outcome will be provided within fourteen (14) days of the meeting.
     

Step 3: External Escalation

If you are not satisfied with the outcome, you may escalate your complaint to an external body:

Australian Counselling Association (ACA)
Website: www.theaca.net.au
 

If you are an NDIS participant:

NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Website: www.ndiscommission.gov.au
 

For privacy-related complaints:

Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au

You may contact these organisations at any time during the complaints process.
 

Documentation and Record Keeping

  • All complaints are documented using a Complaint Record Form.

  • Complaint records are stored securely and separately from clinical files.

  • Records are retained for a minimum of seven (7) years, or in accordance with relevant state legislation.

  • You may request access to your complaint record, except where doing so would breach the confidentiality of another person.
     

Continuous Improvement

Feedback and complaints are reviewed to identify opportunities for service improvement and risk management.

Commitment to Respect and Safety

Solace and Sanctuary is committed to maintaining a safe, respectful, and inclusive environment. Complaints are handled without retaliation, and all parties are expected to engage respectfully throughout the process.

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© 2026 by Solace and Sanctuary. Sarah Camille ABN 45 948 806 266 

Location - Eastwood Street, Chandler, Queensland (20 minutes from Brisbane, QLD)
Capalaba - Redlands - Bayside - Morningside

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Acknowledgment of Country

Solace and Sanctuary would like to acknowledge Aboriginal and Torres Strait Islander peoples as Australia’s First People and Traditional Custodians. We value their cultures, identities, and their continuing connection to country, waters, kin, and community. We pay our respects to Elders past and present, recognizing their profound connection to country and their role as the first true storytellers and waymakers, living in harmony with nature.

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We specifically acknowledge the Traditional Owners of the land on which we work, the  Quandamooka People, and we extend our respects to First Nations culture and peoples, including their Elders past, present, and emerging. We recognize their ongoing connection to land, waters, and culture, and we honor the invaluable contributions they make to our community.

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At Solace and Sanctuary, we are committed to making a positive impact on the wellbeing of Aboriginal and Torres Strait Islander people by providing services that are welcoming, safe, culturally appropriate, and inclusive.

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Solace and Sanctuary is committed to embracing diversity and eliminating all forms of discrimination in the provision of health services. We welcome all people irrespective of ethnicity, lifestyle choice, faith, sexual orientation and gender identity.

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