COMPLAINTS & FEEDBACK
Our Commitment
The Cortex Collective is committed to providing respectful, inclusive and neuro-affirming services.
We welcome feedback and take concerns and complaints seriously. All feedback is treated respectfully and confidentially, and raising a concern or making a complaint will not result in unfair or adverse treatment.
We aim to address concerns fairly, transparently and in a timely manner.
Making a Complaint
If you have a concern about the services provided by The Cortex Collective, you are welcome to raise it directly with us.
Complaints and feedback can be submitted in writing to:
Email: amanda@thecortexcollective.net.au
All complaints will be acknowledged and considered fairly and respectfully. Where appropriate, we will work with you to understand your concerns and explore possible resolutions.
You may also seek assistance from an independent complaints body at any time. You are not required to raise your concerns with The Cortex Collective before seeking external assistance.
External Complaints — Health Complaints Commissioner
If you are dissatisfied with the services provided by The Cortex Collective or how your concerns have been addressed, you can contact the Victorian Health Complaints Commissioner (HCC).
The HCC provides a free, confidential and impartial service for complaints about health services and the handling of health information in Victoria.
Contact the Health Complaints Commissioner:
Website: https://www.hcc.vic.gov.au/make-complaint
Phone: 1300 582 113
Telephone hours: Monday to Friday, 9.30 am – 3.00 pm.
You can submit a complaint using the HCC's online complaint form or contact them by telephone for assistance.
General Code of Conduct for General Health Services
The Cortex Collective operates in accordance with Victoria's General Code of Conduct for General Health Services.
The Code establishes minimum standards of conduct for general health service providers, including requirements relating to safe and ethical practice, informed consent, privacy, professional boundaries and appropriate handling of complaints.
Clients have the right to receive services that are safe, respectful and appropriate to their needs.
Read the General Code of Conduct for General Health Services (PDF)