Feedback & Complaints
We take feedback seriously — both the good and the difficult. If something hasn’t worked, please tell us. We aim to resolve concerns quickly, fairly and confidentially.
How to give feedback or make a complaint
Talk to your psychologist directly
Where possible, raise concerns first with the clinician involved. Most issues can be resolved in a single conversation, and your psychologist genuinely wants to know if something isn’t working.
Contact the Principal Psychologist
If you’d prefer to speak with someone else, contact our Principal Psychologist and Director, Bulent Bill Ada, directly:
- Email: hello@mindhealth.com.au (subject line: “Feedback for Director”)
- Phone: 1300 084 200
- Mail: Suite 1, Level 3, 20 Wentworth Street, Parramatta NSW 2150
We acknowledge receipt within one business day and aim to respond substantively within ten business days.
Formal complaint
Written complaints are reviewed by the Director within ten business days. Where the complaint concerns the Director, it is escalated to an external supervisor for independent review.
External avenues
You also have the right to lodge a complaint with an external body at any time, with or without going through us first.
AHPRA (clinician registration and conduct)
For concerns about a psychologist’s professional conduct, contact the Australian Health Practitioner Regulation Agency:
- Website: ahpra.gov.au
- Phone: 1300 419 495
Health Care Complaints Commission NSW
For NSW residents, the HCCC handles complaints about health service providers:
- Website: hccc.nsw.gov.au
- Phone: 1800 043 159
Office of the Australian Information Commissioner
For privacy concerns about how we handle your personal information:
- Website: oaic.gov.au
- Phone: 1300 363 992
What we promise
- Your complaint will not affect the care you receive.
- You can bring a support person to any meeting about your complaint.
- Concerns are kept confidential within the practice except as required to address the issue.
- We treat all feedback as an opportunity to do better.
If you’re in immediate distress, please call Lifeline 13 11 14, 13YARN 13 92 76 (First Nations support) or visit our urgent help page.