Clinical Complaints & Feedback Policy

1. Our Approach to Feedback and Complaints

Harper Mind wants to know if something about your care or experience isn't right. Feedback and complaints are treated as valuable information, not an inconvenience. Raising a concern will never negatively affect your care or your relationship with your clinician. You can raise a concern informally in conversation, or make a formal complaint in writing — whichever feels right for the issue. You are welcome to bring a support person, or ask someone else to raise a concern on your behalf, at any stage.

2. How to Raise a Concern

Directly with your clinician

Many concerns are best raised directly — for example, if something about the approach isn't working for you. Clinicians are expected to respond to this kind of feedback openly and without defensiveness.

With the Clinical Director

If the concern is about your clinician specifically, or you'd rather not raise it with them directly, contact Harper Mind's Clinical Director, Jarrod Weir, at admin@harpermind.com.au.

3. What Happens After You Raise a Concern

Your concern is acknowledged within 5 business days, whether raised verbally or in writing. Where the concern can be resolved quickly and informally, Harper Mind aims to do so within this timeframe. For more complex concerns, the Clinical Director reviews the matter, which may include speaking with you, the clinician involved, and reviewing relevant records. You will receive a response within 30 days of raising the concern. Possible outcomes include an explanation, an apology, a change to how your care is delivered, a change to practice-wide procedure, or a referral to another provider.

4. If You're Not Satisfied With Harper Mind's Response

You're not required to raise a concern with Harper Mind first before contacting an external body, though we'd welcome the chance to resolve it directly if possible.

• Health Complaints Commissioner (Victoria) — complaints about the quality or safety of a health service, including treatment, communication, and how a complaint was handled. hcc.vic.gov.au
• AHPRA / Psychology Board of Australia — concerns about a registered practitioner's professional conduct, competence, or registration. ahpra.gov.au
• Office of the Australian Information Commissioner — privacy-specific complaints (see Harper Mind's Privacy Policy).

If your care is funded by NDIS or DVA, you may also be able to raise a service-related concern with that scheme directly.

5. For Clients With Additional Support Needs

If you have a support coordinator, guardian, or nominated support person, they can raise a concern on your behalf with your consent. Complaints processes are adapted to a client's communication needs where relevant.

6. How Complaints Are Recorded

Complaints and their outcomes are documented and retained consistent with Harper Mind's Privacy Policy. Raising a concern does not create a mark against you — it's recorded as part of continuous improvement.