Feedback & Complaints
Last updated: October 2026
At ILAMOS, you are encouraged to provide feedback about your experience, including anything you are concerned or dissatisfied about.
Raising a concern or making a complaint will not disadvantage you or affect your right to access services.
Feedback About Your Experience
ILAMOS may invite you to provide feedback about your experience of therapy, including through an optional feedback form following or during your involvement with the practice.
Providing feedback is voluntary. Choosing whether or not to provide feedback will not affect your access to services.
Feedback may be used to help ILAMOS review and improve its services and client experience.
If you would prefer to provide feedback directly, you are also welcome to contact ILAMOS at any time
Raising a Concern
If you feel comfortable doing so, you are encouraged to raise concerns directly with ILAMOS.
Many concerns can be resolved through an open conversation, and you are welcome to raise an issue during a session or contact ILAMOS outside of your appointment.
You do not need to wait until therapy has ended to raise a concern.
Making a Complaint
If you would prefer to make a formal complaint, you can contact ILAMOS using the details below.
It is helpful to include:
your name and contact details
a description of your concern or complaint
relevant dates or circumstances
how you would like the matter addressed, if you have a particular outcome in mind
You may also have another person assist you in making a complaint if you wish.
How Your Complaint Will Be Handled
ILAMOS will aim to handle complaints respectfully, fairly and confidentially.
Your complaint will be considered carefully, and you may be contacted if further information or clarification is required.
ILAMOS will aim to acknowledge your complaint promptly and provide a response within a reasonable timeframe, taking into account the nature and complexity of the matter.
Where a complaint identifies an opportunity to improve services, policies or practice, appropriate changes will be considered.
Information relating to a complaint will be handled in accordance with applicable privacy and confidentiality requirements.
Complaints Involving Young People
Young people receiving services from ILAMOS are also entitled to raise concerns or make a complaint.
A young person may raise a concern directly or, where appropriate, with the assistance of a parent, guardian or another trusted person.
Complaints involving a young person will be handled with consideration for their age, maturity, capacity, privacy, safety and the confidentiality arrangements applying to their therapy.
External Complaints
You may also seek assistance from the Health and Disability Services Complaints Office (HaDSCO).
HaDSCO is an independent statutory authority that handles complaints about health, mental health and disability services in Western Australia, including complaints about unregistered health practitioners such as counsellors.
Health and Disability Services Complaints Office (HaDSCO)
Phone: (08) 6551 7600
WA regional callers: 1800 813 583
Website: hadsco.wa.gov.au
HaDSCO provides an independent and impartial complaints-resolution service. In most circumstances, HaDSCO asks that concerns first be raised directly with the service provider where this is reasonably possible.
You may also raise a complaint through any relevant professional association with which ILAMOS or your practitioner is registered. Professional associations have their own complaints and professional-conduct procedures and can provide information about how to make a complaint.
Code of Conduct for Certain Health Care Workers
Certain health care workers in Western Australia who are not registered under the National Registration and Accreditation Scheme are subject to the Code of Conduct for certain health care workers.
The Code establishes minimum standards relating to matters including safe and ethical practice, informed consent, privacy, record keeping, professional boundaries and appropriate insurance. It also provides for complaints to be made to HaDSCO where concerns arise about compliance with the Code.
A copy of the Code of Conduct and information about making a complaint to HaDSCO is available through the HaDSCO website.
Privacy Complaints
If your concern relates specifically to the handling of your personal or health information, please refer to the ILAMOS Privacy Policy for information about making a privacy complaint and the external privacy complaint options available to you.
Contact ILAMOS
To provide feedback, raise a concern or make a complaint, please contact:
ILAMOS
Email: info@ilamos.com.au
Phone: 0434 843 046
Website: ilamos.com.au