Effective February 2nd, 2026
At Bloom Community®, we are committed to providing high-quality, safe, respectful, and clear psychological services. We value feedback from clients, families, and the public, and we aim to respond to concerns promptly and fairly.
This page explains how to raise a complaint and what you can expect from us. It also outlines our approach to open disclosure.
Who this is for
This information is for clients, families, and members of the public who would like to share feedback or make a complaint.
How to raise a complaint
You can raise a complaint or concern at any time.
Email: hello@bloomcommunity.com.au (please note if your message is for the attention of the Director)
Phone: 03 9448 8712
You can share your complaint verbally or in writing.
If you would like support to make a complaint (for example, an interpreter, accessible formats, or communication supports), please let us know.
Raising a complaint or concern will not result in negative consequences for you or your family.
What happens next
Acknowledgement
We aim to acknowledge complaints promptly (generally within 2 business days).
If a complaint is complex and may take longer to review, we will let you know what to expect and keep you updated where we can.
Review and response
We will listen carefully, take your concerns seriously, and consider your complaint fairly, confidentially, and impartially.
Where appropriate, we may need to gather information from relevant staff members or review clinical records. We will only do this where permitted and appropriate, and we will handle information in line with our privacy obligations.
Outcome
Wherever possible, we aim to resolve complaints promptly and transparently. Outcomes may include:
- Clarifying information or addressing misunderstandings
- Changes to processes or practices
- Additional staff training or supervision
- Other steps to address the issue, where appropriate
If you are not satisfied
If you are not satisfied with our response, you can escalate your complaint to an external body.
You can choose which external body to contact, and we support clients to access these options.
AHPRA and the Psychology Board of Australia
- AHPRA (Australian Health Practitioner Regulation Agency): 1300 419 495
- Web: https://www.ahpra.gov.au
- Psychology Board of Australia: https://www.psychologyboard.gov.au
Health Complaints Commissioner (Victoria)
- Health Complaints Commissioner (VIC): https://hcc.vic.gov.au
Open Disclosure
Bloom Community® supports openness and transparency.
This includes errors, unanticipated harm, or any incident that affects care.
If an incident, error, or harm occurs that affects you or your family, we will:
- Inform you as soon as possible
- Discuss what has happened in a clear and respectful way
- Apologise where appropriate
- Outline options for support and next steps
We follow professional guidance for open disclosure and communication about incidents.
Confidentiality
We handle complaints and open disclosure processes confidentially. Information will only be shared with staff or authorities involved in reviewing or responding to the matter, except where disclosure is required or authorised by law.
Continuous Improvement
Complaints and feedback help us improve clinical practice, service delivery, and governance. We review feedback to support quality, safety, and cultural inclusivity.
Updates to this statement
We may update this Complaints & Open Disclosure information from time to time. The most current version will be published on our website.
If you would like a copy of this information in a different format (for example, larger font) or language, please contact hello@bloomcommunity.com.au