Consumer Rights & Service Information
Serenity Psychotherapy and Support Services
At Serenity Psychotherapy and Support Services, we are committed to delivering high-quality, ethical care to all our clients. We acknowledge and uphold your rights under Australian Consumer Law, and we aim to ensure your experience with us is respectful, transparent, and beneficial.
As a valued client, you are entitled to the following rights when engaging with our services:
We provide clear, accurate details about our services, including pricing, available options, and the qualifications of our therapists and staff. If you have any questions, please feel free to ask at any time.
Our services must meet a reasonable standard of quality and be suitable for the purpose provided. If you feel your experience falls short of this, we encourage you to raise your concerns with your therapist or a member of our team.
You are free to discontinue therapy at any time. However, we encourage open communication and will always strive to resolve any concerns you may have before you make that decision.
Your personal information will be treated with the utmost confidentiality, in accordance with our Privacy and Confidentiality Policy. Exceptions apply only in situations where disclosure is required by law or necessary for safety reasons. You have the right to understand how your information is used and stored.
You may cancel or reschedule an appointment with at least 24 hours’ notice without incurring a fee.
Late cancellations (less than 24 hours’ notice) and no-shows will incur a cancellation fee, as outlined in our Cancellation Policy.
In the case of emergencies or special circumstances, please contact us directly.
Payment is due at the time of service, unless otherwise arranged in advance.
You may request an itemised receipt for any payment made.
We are dedicated to resolving concerns or complaints fairly and promptly. If you have an issue with any aspect of your care or service, we encourage the following steps:
Speak with your therapist or contact our office directly to discuss the matter informally.
If the issue remains unresolved, you may submit a formal complaint via our website, email, or any contact method you prefer.
To support effective treatment and a respectful environment, we kindly ask that you:
Provide accurate and relevant information during sessions.
Engage respectfully with staff and adhere to agreed-upon boundaries.
Follow through on treatment plans or recommendations to the best of your ability, while communicating any concerns or difficulties openly.
If you have questions about your rights, our services, or would like to discuss any concerns, we are here to help.
Phone: 0406 883 950
Email: info@mediumvioletred-wolf-691316.hostingersite.com
