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Complain about a Therapist









The PACFA Code of Ethics sets out the ethical framework for the professional practice of PACFA Registrants. It also the clinical and management governance of Member Associations and in so doing, it also covers the ethical governance, practices and requirements of PACFA itself and its officers. It unifies and replaces all the earlier PACFA codes for Member Associations, counsellors, psychotherapists, trainers and supervisors.

The Code of Ethics is also applicable to Counselling research, the use of Counselling skills and the management of these services within organisations. It is intended to inform the practice of each Registrant and Member Association of the Psychotherapy and Counselling Federation of Australia (PACFA). It is expected that Member Associations have ethical codes/guidelines of their own, and that these embrace the principles and procedures of the PACFA document.

Download the  PACFA Code of Ethics

Making a Complaint

PACFA can only hear complaints against therapists who are listed on the PACFA National Register. Should you have reason to make a complaint, in the first instance PACFA recommends that you contact the PACFA Member Association to which the practitioner belongs. If for some reason this is not possible, then PACFA will consider the complaint.

When making a complaint to PACFA, please check that the practitioner you are complaining about is listed on the PACFA National Register, and ensure that you have contacted their Member Association before proceeding with your complaint.

Complaints about PACFA Registrants must be made in writing using the PACFA Complaint Form.  Complaints can be submitted to PACFA by post to 290 Park St, Fitzroy North VIC 3068 or by email to kim.smythe@pacfa.org.au.

Please download the PACFA Code of Ethics. This document provides information about the role of the PACFA Ethics Committee and Professional Conduct Panels, possible causes for complaints, who can make a complaint, and the steps that need to be taken.

Health Care Complaints Commissions

To make a complaint against a therapist who is not listed on the National Register or does not belong to a PACFA Member Association, please contact the Health Complaints Commission in your state. Details are provided below.

Australian Capital Territory
Ph: (02) 6205 2222
Email: health.complaints@act.gov.au

New South Wales
Level 13, 323 Castlereagh Street (corner of Hay St) Sydney NSW 2000
Ph: (02) 9219 7444
Toll Free in NSW 1800 043 159
TTY service for the hearing impaired: (02) 9219 7555
Email: hccc@hccc.nsw.gov.au

Northern Territory
PO Box 1344 Darwin, NT 0801
Ph: (08) 8999 1969
Toll Free: 1800 806 380

GPO Box 3089 Brisbane, QLD 4001
Ph: (07) 3234 0272
Qld Toll Free: 1800 077 308 (excl. Brisbane metro)
Fax: (07) 3234 0333
TTY Deaflink: (07) 3225 2559

South Australia
PO Box 199
Rundle Mall SA 5000
Ph: (08) 8226 8666
Toll free: 1800 232 007
Email: info@hcscc.sa.gov.au
Web: www.hcscc.sa.gov.au

GPO Box 960, Hobart 7001
Ph. 1800 001 170 (Free call)
Web: www.healthcomplaints.tas.gov.au

Level 30, 570 Bourke St Melbourne, Vic, 3000
Ph: (03) 8601 5222
Toll free: 1800 136 066

Western Australia
GPO Box B61 Perth WA 6838
Ph: (08) 9323 0600
Toll Free: 1800 813 583
Email: eamon.ryan@health.wa.gov.au