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Raise a concern with RM Therapy
You can raise a concern about our services, communication, fees, access, privacy or the way a matter has been handled. You do not need to speak to the person involved first. We aim to listen, understand the issue and explain what can happen next.
You may complain anonymously, ask for help or have an advocate or support person assist you. Making a complaint must not lead to unfair treatment or disadvantage in your care.
privacy policy
Privacy and anonymous complaints
Your privacy matters to us. Here’s how we handle complaints, anonymous submissions and the information provided when you contact us.
How we handle your concern
When contact details are provided, we acknowledge your complaint, discuss how you prefer to receive updates and explain the review process. We may ask questions to understand the issue, consider relevant information and provide a response explaining the outcome or next steps.
If the review takes longer than expected, we explain the reason and discuss a revised timeframe. We will also explain internal or external options if you are not satisfied with the response.
We handle complaint information under our privacy responsibilities. Information may need to be shared with people involved in responding or where the law requires it. Access is restricted according to role, and complaint handling records are kept separate from your clinical health information.
Anonymous complaints and supporting information
You do not have to provide your name or contact details to submit this form. Without them, we cannot reply and may have limited ability to clarify or investigate your concern. Avoid identifying details if you wish to remain unnamed. Website security and spam prevention tools may process technical information; an anonymous form is not a promise that the submission is untraceable.
Please do not upload clinical, identity or claim documents through this public form. If relevant supporting information is needed, the complaints handler can arrange an appropriate secure channel. You can call 03 7046 4767 and ask to speak with the person responsible for complaints if you need help submitting.