Policies
Complaints and Client Grievances Policy
Cindy Melksham is committed to providing counselling and coaching services that are ethical, professional, accessible, and responsive. This policy reflects a commitment to fairness, transparency, accountability, and continuous improvement, and outlines the process for addressing client concerns, complaints, or grievances.
A complaint is defined as any expression of dissatisfaction with the counselling, coaching, administrative, or professional services provided. Clients have the right to clear information about what to expect from services and to have their concerns taken seriously and addressed respectfully.
Every effort will be made to resolve concerns promptly and constructively, with the aim of maintaining a positive therapeutic relationship wherever possible.
Making a Complaint
Informal Complaint
Clients are encouraged, in the first instance, to raise any concerns informally with Cindy Melksham. This may occur during a session, via email, or through general communication, and does not need to be formally labelled as a “complaint”.
Concerns raised informally will be discussed respectfully and addressed where possible. If the matter cannot be resolved informally to the client’s satisfaction, the client may proceed to make a formal complaint.
Formal Complaint
A formal complaint should be submitted in writing via email or letter.
All formal complaints will be acknowledged within seven (7) business days.
If additional time is required to investigate or assess the complaint, the client will be informed in writing.
Complaints will be reviewed in a manner proportionate to their nature and seriousness.
Outcomes may include changes to practice, policies, procedures, or further professional development or supervision.
Once the complaint has been assessed, Cindy Melksham will provide the client with written information outlining the outcome and any actions taken.
If a satisfactory resolution cannot be reached, an independent external mediator or relevant professional body may be engaged to assist with complaint resolution.
All complaints and actions taken will be documented and retained in accordance with professional and legal requirements.
This policy will be reviewed every two years, or sooner if required.
Privacy Policy
Cindy Melksham complies with the Privacy Act 1988 and the Australian Privacy Principles.
Personal information collected during counselling and coaching services is treated as confidential and stored securely. Information will only be used for the purpose of providing services, managing administration, or where disclosure is required by law (for example, where there is risk of serious harm or mandatory reporting obligations).
Client information is not shared with third parties without consent, except where legally required or ethically justified. Further information about privacy and confidentiality is available upon request.
Cancellation and Refund Policy
Counselling and Coaching Sessions
All counselling and coaching sessions are delivered online.
Cancellations made with at least 24 hours’ notice will receive a full refund or may be rescheduled.
Cancellations made with less than 24 hours’ notice will incur a 50% cancellation fee.
Non-attendance without notice will be charged at the full session fee.
This policy reflects the time reserved for each client and supports fair access to appointment availability.
Workshops or Group Programs
If group programs or workshops are offered, specific cancellation and refund terms will be outlined at the time of booking.
Scope of Practice
Counselling and coaching services are provided within professional ethical guidelines and evidence-based frameworks. Coaching services are not a substitute for mental health treatment where more intensive clinical care is required. Referrals to other services may be recommended where appropriate.