Complaints and Feedback Policy
Lived Experience Solutions (LEXs)
1. Purpose
Lived Experience Solutions (LEXs) values feedback and recognises that concerns or complaints can arise in the course of professional work. This policy explains how feedback or complaints can be raised and how they will be addressed.
LEXs is committed to responding to concerns respectfully, transparently, and in a timely manner, while maintaining professional, ethical, and legal obligations.
2. Scope
This policy applies to all services provided by LEXs, including:
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therapy and counselling
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social work supervision
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peer work supervision
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consultancy services
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training and workshops
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writing
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public speaking
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other services as provided
It applies to individuals, professionals, and organisations engaging with LEXs.
3. Raising a concern or complaint
If you have a concern about any aspect of your experience with LEXs, you are encouraged to raise it directly in the first instance where you feel safe and able to do so. Many concerns can be resolved through open and respectful communication.
Concerns or complaints can be raised by contacting:
Lived Experience Solutions (LEXs)
Email: michael@lexs.com.au
You may choose to raise concerns verbally or in writing.
4. How complaints are handled
When a complaint is received, LEXs will:
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acknowledge receipt of the complaint within a reasonable timeframe
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consider the information provided carefully and respectfully
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respond in a way that is proportionate to the nature of the concern
Depending on the issue, this may involve clarification, discussion, reflection on practice, or other appropriate steps. LEXs aims to address concerns promptly, but some matters may require additional time to consider properly.
All complaints are handled confidentially, except where disclosure is required or permitted by law.
5. Privacy-related complaints
If your concern relates to the handling of personal information, it will be managed in line with the LEXs Privacy Policy and applicable Australian privacy legislation.
Where a privacy concern cannot be resolved directly, you may contact the Office of the Australian Information Commissioner (OAIC).
6. External complaint pathways
If you are not satisfied with how your concern has been addressed, you may choose to raise the matter with an external body, depending on the nature of the service provided. This may include relevant professional or regulatory organisations.
LEXs will provide information about appropriate external pathways upon request.
7. Non-retaliation
Raising a concern or complaint will not result in retaliation or disadvantage. LEXs is committed to maintaining a respectful and safe environment for feedback.
8. Use of feedback
Feedback and complaints are used as part of ongoing professional reflection and quality improvement. This may include reviewing practices, policies, or service arrangements where appropriate.
9. Review of this policy
This policy may be updated from time to time to reflect changes in practice, professional standards, or legal obligations. The current version will be available on the LEXs website.
10. Questions
If you have questions about this policy or the complaints process, you are encouraged to make contact:
Lived Experience Solutions (LEXs)
Email: michael@lexs.com.au
Feedback is an important part of ethical and accountable practice.
LEXs is committed to listening carefully, responding respectfully, and continuing to learn.