Complaints Process

Our Disclaimer

Our platform provides access to independent, qualified mental health professionals who offer counselling and therapy services. While we aim to connect clients with appropriately trained and registered practitioners, each therapist operates as an independent provider and is solely responsible for the professional services they deliver.

We do not monitor therapy sessions and cannot be held liable for the conduct, methods, or outcomes of any treatment or interaction between clients and therapists. Any concerns or complaints regarding a therapist’s professional conduct should be addressed directly with the practitioner or directed to the relevant statutory authority, such as AHPRA, HCCC, or NCAT.

By using our service, you acknowledge that your therapeutic relationship is between you and your chosen practitioner, and not with the platform itself. We encourage you to raise any concerns with us if you believe we may be able to assist, and we will do our best to provide guidance or support where appropriate.

Complaints Process

We are committed to maintaining high standards of professional and ethical care. If you have concerns about a mental health professional connected with our service, there are several options available to address the issue.

1. Internal Complaint Process
We are not a statutory body to take any legal action against any individual or professional in Australia. However, if you believe we may be able to assist, we encourage you to raise your concerns with us directly in the first instance. You can contact us via contact@mithrah.com. While we may not be able to intervene in all situations, we take all concerns seriously and will do our best to respond in a fair, timely, and confidential manner where appropriate.

2. Statutory Complaint Channels
If your complaint is of a serious nature, or you prefer to take the matter further, you may choose to contact the relevant statutory body. Please be advised each profession may be regulated by different statutory bodies. :

• AHPRA (Australian Health Practitioner Regulation Agency)
  For complaints about registered health practitioners, including psychologists.
  Website: https://www.ahpra.gov.au

• HCCC (Health Care Complaints Commission – NSW)
  For complaints about any healthcare provider in New South Wales, including unregistered practitioners.
  Website: https://www.hccc.nsw.gov.au

• NCAT (NSW Civil and Administrative Tribunal)
  For legal matters or professional conduct issues that may be referred following an investigation.
  Website: https://www.ncat.nsw.gov.au

  Please be advised that each state has its own tribunals such as NCAT and VCAT. So, contact the relevant tribunal based on where you live. 

If you are unsure which avenue is most appropriate for your situation, feel free to contact us and we will do our best to provide guidance.

For NSW based health/mental-health care businesses and professionals

Code of Conduct – Health Organisations

Acknowledgment and source: https://www.hccc.nsw.gov.au/Health-Providers/Health-Organisations/code-of-conduct

The NSW Code of Conduct for health organisations is set out in Schedule 4 of the Public Health Regulation

The Code of Conduct for health organisations applies to bodies which provide health services, who are not health practitioners, except certain organisations such as public hospitals, aged care facilities under the Aged Care Act 1997 , and licensed private health facilities (a ‘relevant’ health organisation).

The Code of Conduct sets out the minimum practice and ethical standards that a relevant health organisation and its employees must comply with. The Code also informs consumers what they can expect from relevant health organisations and their employees.  If an employee is a health practitioner to which the non-registered health practitioner Code of Conduct applies, the organisation must ensure its employees comply with that Code.

Consumers can lodge a complaint with the Commission if they have concerns about the conduct or services delivered by a relevant health organisation or its employees.

KEY ASPECTS OF THE CODE

Relevant health organisations:

• must provide health services in a safe and ethical manner including ensuring their employees practice within accepted professional standards and within their experience, training and qualifications
• must not make claims about its ability to treat illnesses or about the efficacy of treatment and services, if they cannot be substantiated
• must not dissuade clients from seeking or continuing with treatment by a registered medical practitioner and must accept the rights of their clients to make informed choices in relation to their health care
• must not financially exploit clients and must not accept or offer certain financial inducements or gifts
• must not misinform clients about the organisation’s products and services or their employees’ qualifications or training
• must create appropriate policies and procedures to ensure client confidentiality and privacy and comply with them
• must have appropriate policies and procedures to ensure the safe and secure storage, supply and administration, and record keeping of medicines required under legislation, such as the Poisons and Therapeutic Goods Act 1966
• must display code and other information in print or on the organisation’s website

POWER OF THE COMMISSION

The Commission manages complaints about relevant health organisations in NSW. If the Commission finds that an organisation or its employees has breached the Code of Conduct and poses a risk to the health or safety of members of the public it can:

• issue an order prohibiting the organisation from providing health services for a period of time or permanently
• issue an order placing conditions on the provision of health services
• make a public statement identifying and giving warnings or information about the organisation and health services provided by its employees