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Complaints & Feedback Policy

Last updated: 09/05/2025

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At Haven Hues, we value your feedback. We are committed to continuous learning, accountability, and creating a safe space for all clients and families.

Providing Feedback

  • You are welcome to share your thoughts, suggestions, or concerns with us at any time. You can:

  • Speak with your therapist directly

  • Email us at info@havenhues.com.au

Making a Complaint

  • If you are unhappy with any aspect of our service:

  • Please raise your concern with us first — we will listen with care and aim to resolve it quickly and respectfully.

  • If you do not feel comfortable raising it directly or are unsatisfied with our response, you can escalate your complaint to:

  • NDIS Quality and Safeguards Commission (if you're an NDIS participant): www.ndiscommission.gov.au

  • Ahpra or OT Board of Australia (for professional conduct concerns): www.ahpra.gov.au

  • Office of the Health Services Commissioner (Vic): www.health.vic.gov.au

  • All complaints are handled confidentially and without fear of retribution. Your voice matters.

Haven Hues acknowledges the traditional owners of the land on which our services are located, the Wurundjeri people of the Kulin nation and are committed to improving the overall health and well-being of Aboriginal and Torres Strait Islander people. We honor the ongoing strength and resilience of First Nations People in the fight for self-determination. This was and always will be Aboriginal land. We thank them for protecting this beautiful land and its ecosystems since time immemorial. We acknowledge that sovereignty was never ceded. 

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