Skip to content
Book Free Consultation

Legal & Compliance

Complaints & Privacy Enquiries

Last updated: 3 September 2026

You are welcome to raise a concern

Positive Thinking Therapy aims to provide services that are respectful, safe, ethical and responsive. You may ask a question, provide feedback or make a complaint without being treated adversely because you have done so.

This page covers:

  • concerns about a service, communication or professional conduct;
  • privacy questions and complaints;
  • requests to access or correct personal or health information;
  • accessibility concerns; and
  • questions about website information, bookings or fees.

How to contact Positive Thinking Therapy

Contact Brad using the protected complaints and privacy contact form or the website’s protected email-reveal control for .

Please include:

  • your name and preferred contact details;
  • a clear description of the issue or request;
  • relevant dates or appointment details;
  • the outcome you are seeking; and
  • any accessibility or communication support you would like.

Do not include more sensitive information than is reasonably necessary in the first message. Additional information can be requested through an appropriate channel if needed.

What happens next

Positive Thinking Therapy will:

  1. acknowledge your complaint or request within a reasonable period;
  2. consider the issue fairly and respectfully;
  3. ask for clarification or relevant information if necessary;
  4. take reasonable steps to investigate while protecting privacy;
  5. explain the outcome and any action that can be taken; and
  6. provide information about external options where the matter cannot be resolved internally.

Complaints should ordinarily receive a substantive response within 30 calendar days. If more time is reasonably required, you will be told why and given an updated timeframe.

Privacy access and correction requests

You may ask to access personal or health information held about you or request a correction. Identity verification may be required before records are released.

Access may be provided by inspection, a copy, an agreed summary or another lawful method. Applicable law permits refusal or limitation in some circumstances. If that occurs, Positive Thinking Therapy will provide reasons where required and explain the available complaint pathway.

Any fee for providing access will not be excessive and will only be charged where permitted by law. You will be told about a proposed fee before it is incurred.

Confidentiality of complaints

Complaint and privacy-request information will be shared only with people who reasonably need it to assess, respond to or obtain professional advice about the matter, or where disclosure is permitted or required by law.

External complaint options

You are encouraged, but not always required, to contact Positive Thinking Therapy first so there is an opportunity to resolve the concern directly.

If your concern relates to a health service or health information in Victoria and you are not satisfied with the response, you may contact the:

Health Complaints Commissioner Victoria

Website: hcc.vic.gov.au Telephone: 1300 582 113

For a matter covered by the Commonwealth privacy regime, you may contact the:

Office of the Australian Information Commissioner

Website: oaic.gov.au Telephone: 1300 363 992

For consumer issues, information is available from Consumer Affairs Victoria and the Australian Competition and Consumer Commission. These bodies have different roles and may not resolve every individual dispute.

Code of Conduct for general health service providers

General health service providers in Victoria are subject to a Code of Conduct. It includes obligations concerning safe and ethical care, consent, appropriate records, privacy, truthful information about services and qualifications, professional boundaries, financial conduct and making complaint information available.

Positive Thinking Therapy should display or link to the current official Code of Conduct summary supplied by the Health Complaints Commissioner on this page and wherever else required at the place services are offered.

Emergencies

Complaints and privacy channels are not emergency services. If you or another person is in immediate danger, call 000. For crisis support in Australia, contact Lifeline on 13 11 14.

Protected enquiry form

Use this protected form to submit a complaint, privacy request or accessibility enquiry. Do not use it for emergencies.