Groups and workshops
Workshops are paid in full at booking, are refundable up to 7 days before, and can be transferred to another person or date up to 48 hours before. Group programs are paid in full upfront and are closed after the first session. You can transfer to a future group before the first session, but fees are non-refundable once it starts. If you've attended a matching workshop in the previous 90 days, you'll receive a $75 credit off the group. If a group or workshop doesn't reach minimum numbers, we'll offer you a credit or a full refund.
Give Us Feedback
Good, bad or somewhere in between, we want to hear it.
We built Unburden to be the kind of practice we would want to walk into ourselves: warm, respectful, and focused on doing the right thing by every person who comes through our door.
But we're human, we’re a very small business, and we won't always get it right. When we don't, we want to know, because it's the only way we can put things right for you and do better for the next person.
Feedback comes in many forms. It might be a complaint about something that went wrong, a suggestion for how we could do things better, or a thank you for someone who made a difference. All of it matters to us, and all of it is read.
If something has gone wrong
If you're upset, frustrated or angry with us right now: thank you. Thank you for coming here instead of walking away. Thank you for giving us the opportunity to fix it, as best we can, for you.
Tell us what happened, how it affected you, and what you'd like to happen next. We'll listen, we won't get defensive, and we'll do our best to make it right.
How to raise a concern
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Talk to the person involved. If you feel comfortable, raising it directly with your practitioner is often the quickest way to sort things out.
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Contact our Practice Manager. If you'd rather not speak to the person involved, or you've tried and it isn't resolved, email Hello@UnburdenPsych.au with "Complaint" in the subject line, call us on (07) 3137 1553, or use the form below. Our Practice Manager will listen to what happened, answer your questions and talk you through your options. If your concern needs to go further, our Practice Director, Dr Michelle Darragh, will be involved.
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This applies to everyone at Unburden, including our psychologists, integrative health practitioners and front desk team.
What happens next
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We'll acknowledge your concern within two business days.
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We'll look into what happened, talk with you about it, and let you know what we'll do. We aim to resolve most concerns within 30 days, and we'll keep you updated if it takes longer.
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Your concern will be handled confidentially.
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Raising a concern will never affect the care you receive from us. And if you'd simply like to see a different practitioner, you can, at any time.
If you're still not satisfied
We hope we can resolve things together, but you always have the right to take your concern further:
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Office of the Health Ombudsman (OHO), Queensland. The OHO is the independent body for complaints about any health service in Queensland, including concerns about registered practitioners such as psychologists, and works with AHPRA where needed. Phone 133 OHO (133 646) or visit oho.qld.gov.au.
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Office of the Australian Information Commissioner (OAIC). For concerns about how your personal information has been handled. Phone 1300 363 992 or visit oaic.gov.au.
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If your concern is about someone's immediate safety, please call 000.
Suggestions for how we can do better
You see things we don't. Maybe it's something about booking, the waiting room, how we communicate, or a workshop or group you'd love us to run. We'd love to hear your ideas, big or small. Email Hello@UnburdenPsych.au with "Suggestion" in the subject line, or use the form below. You're welcome to leave your name off if you'd prefer.
Compliments
If someone at Unburden has made a difference for you, whether it's your therapist, one of our practitioners or the person who greeted you at the front desk, we'd love to pass it on. A few kind words mean more to our team than you might think.
Your message will reach the person it's meant for, and it will be appreciated.
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If you'd also like to leave an online review, for example on Google, we'd be grateful. Reviews are welcome about your overall experience of our practice, such as how easy it was to book, how you were welcomed, our communication and our rooms.
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Please don't include details about your therapy or name your therapist or practitioner. As a health practice, AHPRA rules don't allow reviews or testimonials about clinical care, and leaving those details out also protects your privacy. It's always your choice whether to identify yourself publicly as one of our clients, and to protect your privacy, we won't confirm in a public reply that you've seen us.
Contact
Graceville: Level 1, 296 Oxley Road, Graceville, QLD 4075
Rocklea: Level 1, Building G, 385 Sherwood Road, Rocklea, QLD 4106
(07) 3137 1553
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