Complaints Policy

Hybrid Group/Hybrid Healing is committed to maintaining the highest standards of professionalism, respect, and client care. We take all concerns seriously and view feedback as an opportunity for continuous improvement. This policy outlines how complaints will be handled in a fair, transparent, and timely manner.

Scope

This policy applies to all participants enrolled in any Hybrid Healing program, including ‘Connection: Rebuilding Self-Worth and Identity’. It covers issues related to course content, facilitator conduct, communication, and administrative matters.

Principles

Respect & Non-Retaliation:

All complaints will be received without judgment or reprisal. Raising a concern will not affect your ongoing participation or access to services.

Confidentiality:

All complaints will be handled confidentially. Only those directly involved in the resolution process will have access to the information shared.

Timeliness:

We aim to resolve all complaints within 10 business days. If additional time is needed, we will keep you informed of the progress.

Transparency:

You will be informed of the process, decisions made, and any actions taken in response to your complaint.

Step-by-Step Process

Step 1: Informal Resolution (Recommended First Step)

If you feel comfortable, raise your concern directly with the facilitator or program team via email at [insert email address]. We are often able to resolve issues quickly through open communication.

Step 2: Submit a Formal Complaint

If the issue is not resolved informally, please submit a formal complaint in writing. Include:

  • Your full name and contact details
  • Description of the issue
  • Date(s) of the incident or concern
  • Any actions you’ve taken so far

Email to: loretta@hybridgroup.com.au

Step 3: Acknowledgement of Receipt

You will receive written acknowledgment of your complaint within 3 business days. It will include the next steps and an expected timeframe for resolution.

Step 4: Investigation and Outcome

The complaint will be reviewed by the course facilitator or a delegated representative. This may involve:

  • Clarifying the issue with you
  • Reviewing course communications or content
  • Speaking with any team members involved

You will receive a written outcome outlining findings and any resolutions or actions taken.

Step 5: Further Review (if applicable)

If you are dissatisfied with the resolution, you may request an internal review. We will escalate the matter to an independent reviewer within Hybrid Healing and provide a final response within 10 business days.

Record Keeping

All complaints will be recorded securely in our internal system for accountability and service improvement. Personally identifying information will be removed when used for review or evaluation purposes.

Policy Review

This policy is reviewed annually to ensure compliance with ethical standards and industry best practices.