As part of our commitment to high standards of service, we welcome open and honest feedback from our clients. All clients are offered the opportunity to provide feedback at the conclusion of their counselling services. As always, of course, feedback is welcomed at any time.

YAFA is committed to handling and resolving client complaints in a confidential, fair and timely manner. If you wish to make a complaint, you may complete a Feedback & Suggestion form and give it to your counsellor. These forms are available on request from the office. 

The Coordinator will be informed as soon as possible, and will contact the complainant within 5 working days to discuss what action is proposed (or has been taken).

If the complaint is not satisfactorily resolved with the Coordinator, clients have the right to submit the complaint to the YAFA Management Committee. The Management Committee will contact the complainant to seek a resolution and take all steps possible to address the complaint. Please email your form to our secretary.

If you attend government funded sessions and the issue remains unresolved, you may lodge the complaint with the Department of Families, Seniors, Disability Services & Child Safety.

If you are a NDIS or Support at Home Package client and the issue remains unresolved, you may escalate the complaint by contacting your relevant funding provider.

As far as possible, both the fact that someone has lodged a complaint and the details of that complaint will be kept confidential. The client’s permission will be obtained before any information is given to other parties outside of YAFA that may be required in the resolution process.

Where a complaint relates to matters of an unlawful nature, this complaint will be passed on to the relevant authorities.