Complaint Policy

Effective Date: 11 July 2024

Applies to: Clients of Therapy Animals Melbourne and professionals operating out of Laurimar Wellbeing Hub

Therapy Animals Melbourne is a health service jointly operated by Amanda Barber (ABN 56 823 614 184) and Deborah Helen Biderman (ABN 19 626 011 613), trading together as Therapy Animals Victoria. We operate as a joint venture and manage the premises known as Laurimar Wellbeing Hub, located in Mernda, Victoria.

Laurimar Wellbeing Hub is not a business entity or service provider—it is the name of the physical location where a number of health professionals, including independent practitioners, deliver their services.

This complaints policy sets out how complaints will be managed depending on whether the concern relates to:

• A practitioner who is an owner, director, employee, or subcontractor of Therapy Animals Victoria; or
   
• An independent practitioner operating from Laurimar Wellbeing Hub under their own business and ABN.
   

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
• A subcontractor or therapist engaged under the Therapy Animals Victoria business entity
   

Then the following applies:

• Complaints should be directed to:
  📧 info@laurimarwellbeinghub.com.au
   
• The complaint will be managed by a co-director not directly involved in your care, or—if both owners are named in the matter—an external ethics advisor 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 (e.g. ethical obligations or regulator request)
     

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

If your complaint relates to an independent practitioner who operates at Laurimar Wellbeing Hub but is not affiliated with Therapy Animals Victoria, please note the following:

• Each practitioner is independently responsible for their own services, client relationships, documentation, and professional conduct.  
• Therapy Animals Melbourne cannot access private clinical records, provide mediation, or act as an intermediary.  
• We will not review or investigate complaints relating to therapeutic content unless: 
  • The practitioner provides us with written material for context or review 
  • The concern relates to a breach of Laurimar Wellbeing Hub's site conduct standards (e.g. client safety, behaviour, ethics)
     

If the information provided indicates a breach of our site’s expectations or values, we reserve the right to:

• Request clarification or explanation from the practitioner 
• Temporarily suspend or permanently remove the practitioner from the Laurimar Wellbeing Hub premises
   

We will inform you if we are unable to assist further and encourage you to contact the appropriate regulatory body.

All practitioners operating from Laurimar Wellbeing Hub are required to:

• Comply with the Victorian Code of Conduct for General Health Services (HCC, Health Services Code) 
• Maintain valid ABNs and current professional memberships 
• Abide by ethical and professional standards relevant to their field 
• Cooperate with site-level expectations around professionalism, client safety, and respectful practice
   

Failure to do so may result in termination of their use of the premises.

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

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 professional association of the practitioner involved. For example:

• Australian Hypnotherapists Association: www.ahahypnotherapy.org.au
   

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.