Highly Skilled Australian Psychologists & Counselling Professionals

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What hours are Lifeskills open?

Our Head Office in Victoria Park, WA, is open Monday to Friday 9am to 5pm.

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

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

Visiting Lifeskills

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

Read Our Complaints & Feedback Policy & Procedure Below

Complaints & Feedback Policy & Procedures


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.


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.


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.


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.


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

The Business 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


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.


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

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

If referring a complaint to the Business 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.


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


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.


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


Simple and straight forward complaints can often be resolved on first contact. If this isn’t possible and the complaint is referred to the Business 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.


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.


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.


Complaints and Feedback Form

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