Get In Touch

Need help, have a question or just want to get in touch? Message us below!

Visiting Lifeskills

Our main office is located at the below location.

13-348 Albany Highway, Victoria Park in Western Australia.
Our mailing address is P.O Box 1215 East Victoria Park 6981

Kalgoorlie office: 7/31-33 Dugan Street, Kalgoorlie WA 6430

Contact Lifeskills Australia

To contact a specific Lifeskills Australia branch, contact our main number below.

To Email Lifeskills Australia: info@lifeskillsaustralia.com.au
To Call Lifeskills Australia: 1800 870 080

Feedback Form: Download Me

Send us a Message

 

Complaints and Feedback Form

  FAQ’s

What hours are Lifeskills open?

Our Victoria Park WA office is open Monday to Friday 9am to 7pm.

How do I book Lifeskills for talks at my workplace?

You can use the contact form to your left and leave a request outlining dates and type of sessions.

I am an EAP client how do I get support?

Contact our support hotline

1800 870 080

How do I download the EAP App?

Visit our page that shows how to download the app. click link here.

Read Our Complaints & Feedback Policy & Procedure Below

Complaints & Feedback Policy & Procedures

OUR COMMITMENT

Lifeskills Australia provide high quality services that we are proud of. We will use all feedback, including complaints to evaluate and improve the mental health services we offer. This policy sets out how you can make a complaint and have your concerns addressed.

  • We will review this policy and our services regularly.
  • You can access our complaints handling process through our staff.

FAIR AND REASONABLE TREATMENT

We resolve complaints fairly and efficiently. Anyone making a complaint will be treated fairly, with courtesy, consideration and respect.
We will maintain impartiality, confidentiality and transparency when we manage complaints. We will handle all records in accordance with the Privacy Act 1988.

 

RESPONSIVENESS

We recogniZe that some people have particular needs or require extra assistance in expressing a grievance or making a complaint. We will be flexible when dealing with complaints and use complaints handling methods that help us resolve issues as quickly as possible.

If you need assistance with English, you can telephone 131 450 for Translating and Interpreting Service National, which offers support for over 120 languages and dialects at any time of the day or night.

 

EFFICIENCY

We resolve complaints within 30 days of receipt whenever possible. If a complaint takes longer than this to resolve, for example if it is a very sensitive or complex matter, we will let you know. We will tell you about the progress of your complaint as we work to resolve it.

 

ACCOUNTABILITY AND REPORTING

Our employees are aware of the service standards and procedures set out in this policy and the client service charter.

The Practice Manager and Director will be given regular reports on complaints received.

Unless a complaint is a simple one which can be resolved the first time we are contacted we will fully document all complaints and maintain details of decisions and actions taken on an official file.

Complaints Handling Process

RESOLVING THE MATTER

Complaints at this level usually involve simple misunderstandings or provide an opportunity for a grievance to be heard. They should be dealt with informally by their therapist.

 

REFERRAL TO PRACTICE MANAGER

If we can’t resolve your complaint at the first level the matter will be referred to the Practice Manager.

The role of the Practice Manager is to:

  • help staff and people making a complaint in the complaints-handling process
  • maintain a register of complaints received
  • maintain and review our complaints-handling framework

The Practice Manager will tell our Director of the receipt and outcome of formal complaints.

If referring a complaint to the Practice Manager would lead to a conflict of interest, the matter will be referred to the Director, who may appoint another person to address the complaint.

 

EXTERNAL REVIEW

If you are dissatisfied with our handling of a complaint, which is not a privacy complaint, at any stage you are entitled to pursue an external method of review.
Avenues of external review or complaints handling can include (but are not limited to):

  • mediation and arbitration
  • the Commonwealth Ombudsman
  • Australian Psychological Society
  • Australian Health Practitioner Regulation Agency (AHPRA)

While you are free to use these methods at any time, we strongly recommend you use our internal review before seeking independent assistance.

While we are committed to resolving complaints within 30 days whenever possible, external reviews will have their own time frames.

Steps In the Complaint Handling Process

ACKNOWLEDGEMENT

We will acknowledge your complaint and tell you the process we will follow, we will also give you the contact details of the person who will be handling your complaint.

 

ASSESSMENT

We will determine the nature of your complaint and the best way to handle it.

 

INVESTIGATION (If Needed)

Simple and straight forward complaints can often be resolved on first contact. If this isn’t possible and the complaint is referred to the Practice Manager, we will investigate to make sure that we have all the relevant information. This could include interviewing you and the staff member(s) involved and clearing up any misunderstandings, or seeking any legal advice.

 

RESPONSE

Once we have finished any investigation and made a decision or findings we will tell you what the outcome is and explain how it came about. We will also tell you what your options are to have our findings reviewed, or to pursue your complaint externally.

 

IMPROVEMENT

If we receive a complaint that highlights a systemic problem that we have, we will use the feedback we receive to review our policies and procedures and will make some changes if we think we can improve.

Testimonials

 

I walked out of Lifeskills feeling…

“I was taught some great behavioural skills, coping skills and learned about myself and why I behave the way I do”

Trainer/Manager

“Equipped with tools to face challenges that will come. I feel connected to myself, my partner and my children”

Professional Boxer

“ Clearer about decisions and changes I need to make to move forward and face the next chapter ”

 

Broker

“Confident, excited, lighter. I feel like I can breathe again”

Receptionist

“Ready to get back into it and stand in me again. Stronger, lighter, empowered!”

 

Mum

“ Revitalised and with a deeper view on the next chapter of life and career. ”

 

Business Owner

“ Ready to address the next chapter with confidence. ”

Paralegal

“ I have a better understanding of why I am the way I am and that to have a healthy relationship I need to first take care of myself. ”

Physio

“ Accomplished, ready to get on with my life in a cleaner more honest way. ”

 

Sales Adviser

“ I have purpose – and control of my life. ”

Director

Social Media

Contact

info@lifeskillsaustralia.com.au
1800 870 080

Head Office

13-348 Albany Hwy Victoria Park 6100

P.O. Box 1215 East Victoria Park 6981

Affiliations

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