We value your feedback
At Healthy Mind Centre (HMC), we are committed to continuously improving our services to better meet the needs of our clients, referrers, and the community. As part of our commitment to the Child and Youth Safe Standards, we welcome feedback from children, young people, families, carers, advocates, and community members about any aspect of our services, including safety and wellbeing. Your feedback plays a vital role in this ongoing process. Your experiences and insights help us strengthen both our service quality and our child-safe practices. We welcome any feedback you may have regarding your clinician or any aspect of our practice.
How to provide feedback or make a complaint
We welcome your feedback at any time. You can share your thoughts, suggestions, or concerns through the following options:
Online Feedback Form
Complete our online feedback form at the bottom of the page. You can choose to complete this anonymously.Email
If you prefer, you can email our Clinical Lead, Emma Langley, HERE.In-Person
You can also:Leave a note in the suggestions box located in our waiting room.
Give feedback verbally to our reception staff, your clinician, or directly to our Clinical Lead during your visit.
You may involve a support person, carer, advocate, or interpreter at any stage. We encourage children and young people to contribute in a way that feels safe and comfortable for them.
Our approach to feedback
At HMC, we take your feedback seriously and are committed to addressing it with transparency and honesty. Here’s how we handle your feedback:
Review: We carefully review all feedback to understand your experience and identify areas for potential improvement. All feedback is considered as part of our ongoing commitment to enhance our services and ensure we are meeting the Child and Youth Safe Standards.
Response: Please let us know if you would like a reply when you provide your feedback. If a response is requested, we will acknowledge receipt of your feedback and keep you informed about the progress and outcome of any action taken in response.
Investigation and Resolution: The steps we take will depend on the nature of your feedback. We may investigate the matter further, seek additional information, or develop a plan to address your concern. Where your feedback relates to the safety or wellbeing of a child or young person, it will be prioritised and managed in line with our Child Safety Policy and the Child and Youth Safe Standards. You may involve a support person, carer, advocate, or interpreter at any stage. If your feedback raises a concern that we are legally required to report, we will explain what information must be shared, with whom, and why.
Confidentiality: We respect your privacy and will treat your feedback as confidential as possible. However, there may be times when we are legally required to share information to protect someone’s safety or comply with mandatory reporting requirements. Any information will only be shared with those who need to know in order to address your feedback or meet our legal obligations.
Our goal is to ensure that we address your concerns effectively and learn from your experiences, to continually improve our services and uphold the highest standards of child safety.
Your right to complain to an external agency
If you feel that HMC has not adequately addressed your concern, you have the right to raise your complaint with an external agency.
For NDIS-related concerns, you can contact:
NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Email: complaints@ndiscommission.gov.au
Online: Submit a complaint HERE
For child safety-related concerns, you may contact the Independent Regulator for the Child and Youth Safe Standards in Tasmania via the Office of the Independent Regulator, or other relevant child protection services.
Need additional support?
If you need help making a complaint or have any questions, we're here to guide you through the process or help you contact external agencies if necessary.