Client Rights and Complaints

At 12 Points Psychology, we are committed to providing high-quality, ethical services in accordance with the Australian Psychological Society (APS) Charter for Clients​.

Your Rights as a Client

As a client of 12 Points Psychology, you have the right to:

✔ Be treated with respect and dignity.
✔ Receive services free from discrimination.
✔ Have your cultural background, values, and beliefs respected.
✔ Be provided with a clear explanation of the services you will receive.
✔ Understand the confidentiality of your sessions and any legal limitations to confidentiality.
✔ Receive a clear statement of fees before services begin.
✔ Be actively involved in setting goals for therapy.
✔ Ask questions about the therapy process at any time.
✔ Provide feedback about your experience.

For full details, see the APS Charter for Clients.

Cancellation Policy

✔ Appointments require at least 2 full business days' notice for cancellations or rescheduling.
✔ If you cancel with less than 2 business days’ notice, the full session fee will still be charged.
✔ If you are unable to attend in person, rather than cancelling, you may:

  • Convert the session to online or phone.

  • Request take-home strategies from your clinician.

We understand that life happens, but late cancellations mean we cannot offer the appointment to someone else in need and has a direct impact on our ability to provide ongoing support and services to all of our clients.

Complaints Process

If you have concerns about our services, we encourage you to:

✔ Speak to your clinician first—they will be happy to discuss any issues.
✔ Contact our practice manager at hello@12pointspsychology.com.
✔ If concerns remain unresolved, you may contact:

  • The Psychology Board of Australia – 1300 419 495

  • The Australian Psychological Society (APS) – (03) 8662 3300

  • Visit the AHPRA website for additional options: https://www.ahpra.gov.au/Notifications/Concerned-about-a-health-practitioner.aspx

We are committed to providing ethical, professional, and high-quality care and value your feedback.