Feedback and Complaints
We know it can feel stressful to give feedback or make a complaint - especially if it’s about a staff member or the service you’ve received. But your voice is important, and we want you to feel safe and supported when sharing your thoughts.
Giving feedback or raising a concern won’t affect your access to our services. In fact, your input helps us improve and make sure we’re providing the best support possible.
Got Feedback About ANU Counselling?
If you feel comfortable, we encourage you to chat directly with your Counsellor first. Often, a quick conversation can help clear things up. If you don't feel comfortable speaking with them, you can also email your feedback to the Counsellor directly via counselling.centre@anu.edu.au.
If you feel like your current Counsellor isn’t the right fit for you - that’s totally okay. Everyone has different needs and preferences. You can ask to see someone else on the team. Just reach out to our friendly support staff at the front desk by email, phone, or in person. They’ll help you with the process and may ask if you’d like to share why you’re requesting a change (but that’s completely up to you).
Not Comfortable Talking to Your Counsellor?
No problem. If you’d rather not speak directly with your Counsellor or if your feedback is about the service in general, you can ask our support staff to pass your concerns on to one of our Senior Counsellors. A Senior Counsellor will then get in touch with you to find the best way for you to share your feedback—whether that’s by email, phone, or a face-to-face chat. They’ll work with you to see if your concern can be resolved within the Counselling Centre.
If a complaint cannot be resolved by the Senior Counsellors, it will be escalated to the Senior Manager, Student Safety and Wellbeing. You may be contacted if more information is required.
Can I have support in providing my feedback?
We understand that giving feedback can feel overwhelming, and having someone you trust by your side may help you feel more comfortable. You’re welcome to bring a support person with you when you provide us with feedback.
If you need any additional support to provide feedback, such as an interpreter or sensory supports, please let us know and we will do our best to make the necessary arrangements to support your visit/for you to provide us with feedback.
What can I expect?
When you provide us with feedback about our service - positive or negative - you can expect that your concerns will be taken seriously and handled sensitively. We will acknowledge your feedback within fifteen business days.
Want to Take It Further?
If your concern can’t be resolved internally or you feel it’s more appropriate to raise it elsewhere, you have options:
Within the University: You can contact the Director – University Experience or the Dean of Students (especially for student-related matters).
Outside the University: You can reach out to the ACT Human Rights Office Health Services Commissioner or the National Student Ombudsman.
Concerned About a Practitioner’s Conduct?
If your concern is about a staff member’s professional behaviour, you can have the rights to log a complaint through their regulatory or professional body. More information on how to make a complaint can be found on their websites.
Australian Health Practitioner Regulation Agency (AHPRA) – for registered health practitioners
Australian Association of Social Workers (AASW) – for social workers who are members of AASW
Australian Association of Counselling (ACA)– for members of ACA
Psychotherapy and Counselling Federation of Australia (PACFA)– for members of PACFA