Feedback
At Ripples, we are dedicated to delivering the highest quality of care and support to our clients, grounded in evidence-based practice. Your feedback is essential to our continuous improvement and helps us ensure we are meeting your needs effectively. Whether you have a compliment, suggestion, or complaint, we sincerely want to hear from you. Your insights help us grow and enhance the services we provide.
Providing Feedback
Via Online Form or by Email
You can share your feedback with us by emailing admin@ripplesahc.com.au or through our online form. Detailed information will help us understand your experience and identify areas for improvement. We always aim to respond to emails within 2 business days.
Providing Feedback
Via our Google Business Page
If you feel comfortable, we also welcome your engagement on our Google page, where you can rate our services and share your experiences with others. Please remember to keep your feedback general to protect your privacy. Your reviews help us improve and assist potential clients in making informed decisions.
Complaints
We take all complaints seriously and are committed to resolving any issues promptly and fairly. Although complaints are infrequent, we have established a robust process to address them. We are sharing this process to align with our code of conduct and our commitment to transparency and integrity in our practice.
1. Submission
You can submit your complaint via our online form, by email at admin@ripplesahc.com.au, via the online form https://bit.ly/4bPzvWq or by calling your practitioner or Loan's Team via 0479055023. We encourage you to provide as much detail as possible to help us understand the issue fully.
2. Acknowledgement
Upon receiving your complaint, we will acknowledge it within 2 business days. This acknowledgement email will include the next steps and an estimated timeline for resolution.
3. Investigation
As the business partner and principal psychologist, I, Loan Pham, will personally conduct a thorough investigation into your complaint. This process may involve reviewing relevant records, speaking with staff members involved, and reaching out to you for any additional information or clarification.
4. Resolution
We aim to resolve all complaints within 14 business days. Once our investigation is complete, I will communicate our findings to you and outline any actions we are taking to address the issue. If the resolution process takes longer than expected, we will keep you updated on our progress.
5. Further Steps
If you are not satisfied with the outcome of your complaint, you have the option to escalate it to external regulatory bodies. These include:
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National Disability Insurance Scheme (NDIS) Commission
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Medicare
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Victims Services
5. Further Steps - Continued
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Health Care Complaints Commission (HCCC)
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Australian Health Practitioner Regulation Agency (AHPRA)
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Office of the Australian Information Commissioner (OAIC) for privacy-related concerns