Complaints
If something was not right, I want to know. I would rather hear it directly from you than never hear it at all.
Speaking to me directly
Write to me on WhatsApp. Tell me what happened in your own words. I will acknowledge your complaint within 5 business days, and usually much sooner, and I aim to resolve it as promptly and fairly as possible.
I will listen before I answer. My aim is to understand what went wrong and to put it right where I can, not to defend myself.
Confidentiality
I will handle your complaint respectfully and confidentially. Information is only shared where reasonably necessary to look into or respond to the complaint, to meet legal or insurance obligations, or to address a serious safety concern. Making a complaint will not result in unfair or retaliatory treatment.
The Health Care Complaints Commission
You do not have to raise anything with me first. In New South Wales, the Health Care Complaints Commission handles complaints about non-registered health practitioners, which includes massage therapists. You can go to them directly, at any point, without my permission: hccc.nsw.gov.au (opens the official site) or lodge a complaint online at ecomplaints.hccc.nsw.gov.au (opens the official site). The code I work under and the official complaint information are on the NSW Code of Conduct page.
Last updated 11 July 2026.
Status: Draft for launch on 1 September 2026.