Concerns about psychologists' conduct, health or performance

Clients may take concerns about a psychologist's conduct, health or performance to the Board or another authorised body. Once a concern is raised, effective practice means the psychologist: (a) accepts that the client is entitled to raise it; (b) tells the client what complaint systems exist; (c) where possible, works with the client to settle the matter locally; (d) considers whether the concern may affect the client's ongoing service and, in some cases, refers the client to another suitable practitioner; (e) cooperates with the Board, Ahpra or any other body legally empowered to examine the concern, responding promptly, openly and constructively and explaining when asked; and (f) follows the applicable law, policies and procedures.

• Complaints policy and client information naming Ahpra and the state health complaints entity
• Complaints register with local resolution steps and outcomes
• Responses to Ahpra or the Board with dates showing prompt reply
• Notes on whether the complaint affected the service and any onward referral

• Client discouraged from complaining or service withdrawn in retaliation
• Late or incomplete response to an Ahpra request for information