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Information for Families

Using an Advocate or Support Person

At My Therapy Space we want every client and family to feel heard, supported and confident when working with our service. This policy outlines the role of advocates and how they can be involved.

Our Commitment
Clients and families are welcome to have an advocate, support person or representative involved at any time. This includes during therapy sessions, assessments, goal setting, planning meetings, reviews, transitions and when providing feedback or making a complaint.

What is an Advocate?
 An advocate is someone who supports a person to express their views, understand information and make decisions. This may be a family member, friend, support coordinator or an independent advocacy service.

How We Work with Advocates

  • We welcome advocates as part of the team around the participant
  • We communicate openly and respectfully with advocates
  • With consent, we share relevant information to support the participant’s goals and preferences
  • We include advocates in meetings and planning where requested

Consent and Privacy
 We will always seek the client’s or family’s consent before sharing information with an advocate. Privacy and confidentiality are maintained at all times.

Accessing an Advocate
 If a  family would like support from an advocate, we can provide information about available advocacy services to help them make an informed choice.

Our Approach
 We recognise that advocates can play an important role in helping clients and their family feel confident, understood and supported. We value their contribution and work collaboratively to ensure the family’s voice remains central in all decision-making.

Complaints Procedure for Families

At My Therapy Space, we are committed to providing high-quality, supportive care for every child and family. If something hasn’t felt right, we genuinely want to hear about it. Your feedback helps us learn, grow, and ensure we’re providing the best possible support.

We encourage you to raise any concerns, big or small. Making a complaint will not affect the quality of the supports or services you receive, will be impartially handled, and we are committed to ensuring you can raise concerns safely and without disadvantage.

My Therapy Space manages complaints in accordance with the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 and the NDIS Practice Standards.

Step 1: Let Us Know

You can share your concern in a way that feels most comfortable:

  • Speak directly with your therapist.
  • Email or call our reception team.
  • Contact our Practice Manager or one of our Directors.
  • Submit feedback or a complaint via this simple form: https://forms.gle/8sz4G4gg2D2RM6cv7
  • You may let us know anonymously if you prefer. While anonymous complaints may limit our ability to provide you with an outcome, they will all be reviewed and considered.

We will:

  • Listen carefully and respectfully.
  • Thank you for bringing your concerns to our attention.
  • Acknowledge your complaint within 24 business hours.
  • Treat all information confidentially, impartially and respectfully.

You are welcome to have a support person or advocate involved at any stage of the complaints process. This may be a family member, friend, support coordinator, independent advocate or another professional.

With your consent, we are happy to communicate directly with your advocate and work together to ensure you feel supported, heard and comfortable throughout the process.

Step 2: We Review Your Concern

Once we receive your complaint, we will make sure it is directed to the right person and we will review the information thoughtfully and confidentially.

  • Appointments, invoicing, or admin concerns → Practice Manager
  • Therapy, therapist, or clinical concerns → Directors or Clinical Lead

Where appropriate, we may speak with those involved, review relevant records and gather any additional information needed to understand the concern fully.

Step 3: Working Towards a Solution

Our goal is to resolve concerns fairly, respectfully and as quickly as possible.

We aim to:

  • Understand what has happened from all perspectives.
  • Communicate openly and honestly with you.
  • Identify practical steps to resolve the issue.
  • Apologise where appropriate.
  • Make improvements to prevent similar issues from occurring again.

Step 4: Follow Up

We will keep you updated and aim to provide a response within 2–5 business days (or sooner where possible). We will provide you with a clear outcome, including any actions taken, the reasons for our decision and any further options available to you. We’ll also check in with you to ensure:

  • Your concerns have been addressed.
  • You understand the outcome.
  • You feel comfortable with the resolution.

Step 5: Learn and Improve

Every piece of feedback helps us grow. We will:

  • Reflect on what happened.
  • Identify opportunities to improve our systems and services.
  • Share relevant learnings with our team where appropriate.
  • Monitor trends to help improve the quality and safety of our services.
  • We will periodically review our complaints management system to ensure it remains effective, accessible and consistent with current NDIS requirements.

Record Keeping

My Therapy Space maintains a confidential record of all complaints, compliments and feedback received.

Records may include:

  • Date and time of the complaint.
  • Client’s name and contact information.
  • Nature and details of the complaint.
  • Initial response provided.
  • The actions taken to investigate and resolve the complaint.
  • Any communication with the participant or their representative.
  • The outcome of the complaint.
  • Any improvements or corrective actions identified.

Complaint records are stored securely and are only accessible to authorised staff involved in managing the complaint. Personal information is handled in accordance with our Privacy Policy and applicable privacy legislation.

If You Are Not Satisfied

You may ask for the outcome of your complaint to be reviewed by a Director or another senior team member who was not directly responsible for the original decision, where possible. If you are not satisfied with the outcome of your complaint, or you would prefer to speak with an independent organisation, you have the right to contact an external complaints body.

If your complaint relates to NDIS supports or services, you may contact the NDIS Quality and Safeguards Commission.

If your complaint relates to the provision of health services in Queensland, you may also contact the Office of the Health Ombudsman (OHO).

You can choose to contact these organisations at any time, either before, during or after making a complaint to My Therapy Space.

Your Rights

When raising a concern or complaint, you have the right to:

  • Be treated with dignity, courtesy and respect.
  • Raise concerns without fear of disadvantage or negative impact on the services you receive.
  • Have a support person or advocate assist you throughout the process.
  • Make a complaint anonymously if you choose.
  • Receive clear information about the complaints process.
  • Have your complaint handled fairly, confidentially and in a timely manner.
  • Access external complaints bodies if you are not satisfied with the outcome or prefer to seek independent assistance.

Our Commitment to You

  • Taking every complaint seriously.
  • Treating you with respect, empathy and fairness.
  • Protecting your privacy and confidentiality.
  • Communicating openly throughout the process.
  • Learning from feedback to continually improve our services.
  • Complaints will be managed in accordance with the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 and the NDIS Practice Standards.

If you ever feel unsure about raising a concern, please know that we genuinely welcome your feedback. Open communication helps us work in partnership with you to provide the best possible support for your child and family.

Creating a Safe and Inclusive Space for Everyone

At My Therapy Space, we are passionate about creating a space where every child, family and team member feels safe, respected and valued.

We welcome and celebrate diversity in all its forms — including culture, identity, family structure, ability and communication.

Our Approach

We are a neurodiversity-affirming practice and understand that children are still learning about the world, including how their words and actions impact others.

Our therapists will:

  • Support children to learn kind and respectful ways of communicating
  • Gently guide and model inclusive language
  • Respond in ways that are developmentally appropriate and supportive

Our Expectations

To help create a positive environment for everyone, we ask that all families:

  • Speak respectfully to and about others
  • Support inclusive language and behaviour
  • Work with us if we need to guide or redirect communication

If Something Comes Up

If a child uses language that may be hurtful or inappropriate:

  • Our team will respond calmly and supportively in the moment
  • We may pause and guide the interaction to support learning
  • We may follow up with you to work together on next steps

In situations where behaviour is ongoing or more serious, we will communicate clearly and set appropriate boundaries to ensure a safe space for all.

Working Together

We believe the best outcomes happen when we work in partnership with families.

If you ever have questions, concerns, or would like support around how to talk about differences and inclusion with your child, we are always here to help.

Thank you for being part of a community that values kindness, respect and inclusion 💛