Feedback
If you need assistance or have a question, please complete the form below and our support team will be in touch shortly.
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FAQ
You can share your feedback or lodge a complaint by filling out the form above. However, we encourage you to contact the clinic directly, either by speaking with the person who provided your treatment or by reaching out to the Clinic Manager or Franchisee, as many concerns can be resolved quickly at a local level.
If your feedback is about a treatment you received, the best place to start is by speaking directly with the person who provided your treatment or therapy, if you feel comfortable doing so. If you’d prefer not to speak with them directly, you can contact the Clinic Manager or Franchisee instead.
You can reach them by:
- Calling the clinic and asking to speak with the Manager or Franchisee
- Emailing or writing a letter outlining your concern
- Making an appointment to discuss your concern in person
If you’d prefer not to contact the clinic directly, please fill out the feedback form above, and our support team will follow up with you to ensure your concern is addressed appropriately.
Your complaint will be reviewed in a timely and considerate manner, in line with the Code of Health and Disability Services Consumers’ Rights or the Health Information Privacy Code (if your concern relates to privacy).
If your complaint is not resolved within 5 working days, we will:
- Acknowledge your complaint in writing, and
- Advise you of the steps being taken to investigate and resolve it.
A decision will usually be made and communicated to you within 20 working days.
If we need more than 20 working days to investigate, we will:
- Let you know that more time is required, and
- Explain the reason for the delay and the expected timeframe for completion.
If you’re unhappy with the outcome of your complaint, you can contact us directly via this form. You also have the option to seek independent support or escalate your complaint externally.
You can seek advice or make a complaint through:
- Independent advocates under the Health and Disability Commissioner Act 1994
- The Office of the Health and Disability Commissioner
- The Office of the Privacy Commissioner
More information about these options and your rights can be found on the Health and Disability Commissioner’s website: