Complaint Policy

Effective Date: 11 July 2024

Applies to: Laurimar Wellbeing Therapies

 Laurimar Wellbeing Therapies operates as a joint venture practice between Amanda Barber (ABN 56 823 614 184) and Deborah Biderman (ABN 19 626 011 613). Client information may be accessed by practitioners within the practice for the purposes of providing care, practice administration, and compliance with legal obligations. 

This complaints policy applies to services provided by Laurimar Wellbeing Therapies, a joint venture practice operated by Amanda Barber and Deborah Biderman.

It covers complaints relating to the delivery of therapeutic services, professional conduct, administrative processes, and practice management associated with Laurimar Wellbeing Therapies.

We are committed to handling all complaints with fairness, confidentiality, procedural integrity, and respect for your privacy. We aim to:

• Acknowledge complaints promptly
   
• Investigate concerns with objectivity
   
• Respond transparently within reasonable timeframes
   
• Protect your personal information in accordance with the Privacy Act 1988 (Cth) and the Health Records Act 2001 (Vic)
   

If your complaint relates to services provided by:

• Amanda Barber
   
• Deborah Biderman
   

Complaints should be directed to:
📧 info@laurimarwellbeinghub.com.au

The complaint will be managed by the joint-venture practitioner not directly involved in the matter. Where both practitioners are named, or where there is a perceived conflict of interest, an external ethics advisor or appropriate professional body may be engaged.

Relevant client records may be accessed for the purpose of investigating the complaint, either:

• With your consent; or
   
• Where permitted or required under Victorian law or relevant professional standards.
   

Access to records will be limited to what is reasonably necessary and handled with strict confidentiality.

All services provided under Laurimar Wellbeing Therapies are delivered in accordance with:

• The Victorian Code of Conduct for General Health Services
   
• Applicable professional and ethical standards relevant to the practitioner’s field
   
• Legal obligations relating to client safety, confidentiality, and professional integrity
   

Failure to meet these standards may result in corrective action consistent with professional and legal obligations.

If you are dissatisfied with the outcome of our complaint process, or wish to escalate your concern, you may lodge a complaint directly with:

Health Complaints Commissioner (HCC) – Victoria
The HCC handles complaints about health service providers in Victoria, including unregistered and general health practitioners.

🌐 www.hcc.vic.gov.au
📞 1300 582 113
✉️ hcc@hcc.vic.gov.au

You may also contact the relevant professional association of the practitioner involved.

To lodge a complaint or request assistance:
📧 info@laurimarwellbeinghub.com.au

We aim to acknowledge all complaints within 5 business days and provide a response within 21 business days, unless the matter is complex.