Clearhead takes feedback and complaints seriously and we aim to provide quality services, products and experiences to those we work with.
If you would like to provide feedback or make a complaint, you can do this in writing by filling out this form: Complaints and Feedback Form or verbally by calling 0800 CLR HED (NZ) or 1800 CLR HED (AU).
Clearhead will take initial steps as soon as possible to rectify the feedback or complaint if there is a practical solution, such as a technical or system issues or organising a different therapist or service.
Clearhead will acknowledge the feedback or complaint within 5 days, depending on the urgency.
Clearhead will log feedback in our Feedback Register, which the Chief Operations Officer reviews to ensure quality improvement. If the feedback involves a significant adverse event or experience involving serious misconduct, Clearhead will investigate.
Clearhead will log complaints in the Complaints Register and assign a ticket number. Clearhead will then investigate the complaint, which can take up to 20 business days
and involves communicating with all parties involved in the complaint.
After the investigation, Clearhead will share the outcome, which could result in recommendations and actions to resolve the complaint.
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