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Feedback, Complaints & Privacy

Complaints Procedure

 

At Wellbalance, we are committed to delivering ethical, respectful, and professional social work services in accordance with the AASW Code of Ethics. If you have a concern or complaint about any aspect of our services, we encourage you to raise it. We value feedback and take complaints seriously, as they help us improve our practice and ensure accountability.
 

Option 1. Raise the Issue Informally

Where appropriate and safe to do so, we encourage you to first raise your concern directly with us. We will make every effort to resolve the issue quickly and respectfully.

You can contact us via:

 

Option 2. Submit a Formal Complaint

If the issue cannot be resolved informally or you prefer to lodge a formal complaint, please submit your concerns in writing to the email address above.

Please include:

  • Your name and contact details

  • A clear description of your complaint

  • Relevant dates, locations, or interactions

  • Any supporting documents (if applicable)

We will acknowledge receipt of your complaint within 5 business days and aim to respond fully within 14 business days. If more time is needed, we will inform you of the delay and the expected timeline.

 

Option 3. External Complaint – Australian Association of Social Workers (AASW)

If you are not satisfied with the outcome of your complaint, or you believe there has been a serious breach of the AASW Code of Ethics, you may lodge a complaint directly with the AASW Ethics Complaints Management team.

Visit the AASW complaints page:
 

https://www.aasw.asn.au/about-aasw/ethics-standards/making-a-complaint/

 

You can also contact them via:

  • Email: ethicscomplaints@aasw.asn.au

  • Phone: 03 9320 1000

  • Mail:
    Australian Association of Social Workers
    PO Box 2008
    Royal Melbourne Hospital VIC 3050

 

Privacy, Confidentiality and Your Rights

All complaints are handled confidentially. You will not be discriminated against or disadvantaged for lodging a complaint. Please see our privacy policy for details about our commitment to maintaining your privacy and confidentiality.

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