Feedback & accessibility

Complaints Policy

Last updated: July 2026

Draft — pending legal review. This page sets out our intended approach and is published for planning and product-development purposes. It is not yet a final, legally reviewed policy and should not be relied on as one.

1. How to raise a concern

If something hasn’t gone the way it should — about a session, a therapist, a payment, or the platform itself — contact complaints@anytimecounselling.com.au. We aim to acknowledge every complaint within two business days.

2. What happens next

We’ll review your complaint, may ask follow-up questions, and will let you know the outcome and any action taken. Most complaints are resolved within 10 business days.

3. Complaints about clinical care

Concerns about a therapist’s clinical conduct may also be escalated to their relevant registration body (such as AHPRA, ACA, or PACFA), independently of any review we conduct.

4. Escalation

If you’re not satisfied with our response, you can escalate a privacy-related complaint to the Office of the Australian Information Commissioner (OAIC), or a clinical complaint to the relevant state health complaints body.

5. Confidential or sensitive reports