Last updated: November 11, 2026
At Scarborough Physio & Health, we are committed to providing exceptional care across our Physiotherapy, Remedial Massage, Myotherapy, and Psychology services. We welcome all feedback—including complaints—as a valuable opportunity to review our processes and continuously improve our patient care.
If you have a concern or feel we have fallen short of your expectations, we want to hear from you. This policy outlines how you can raise a complaint, what you can expect from us, and how we manage the process securely.
Our Principles
- Fairness & Impartiality: Every complaint is looked into objectively, without bias, and with total respect for everyone involved.
- Privacy & Security: Your feedback is confidential. To ensure maximum data security and prevent administrative duplication, we do not keep your details on loose external spreadsheets. All details regarding a complaint are recorded securely within your private file inside Pogozo, our secure practice management platform. Access is strictly limited to authorized management holding the required system access privileges.
- No Negative Impact: Raising a concern will never compromise your ongoing care, your relationship with our clinical team, or your future access to our services.
How to Log a Complaint
To ensure all details are recorded accurately and a secure paper trail is maintained, we accept formal complaints through written channels. You can submit your feedback to our management team via:
- Email: Sent directly to our senior-monitored inbox at feedback@scarboroughphysiotherapy.com.au
- Physical Mail: Addressed to:
Scarborough Physio and Health
C/- Practice Manager
93 Landsborough Ave
Scarborough QLD 4020
If you share a verbal concern with our front-desk administration team, they will immediately guide you to these written options and notify management so your issue is formally tracked.
Our 4-Step Resolution Process
- Reception and Escalation
When a complaint is received by our team, it is immediately escalated directly to our Practice Manager. Our front-line admin staff do not investigate or resolve clinical or formal administrative complaints themselves; this ensures your issue is handled directly by senior management from the outset.
- Fast Acknowledgement
The Practice Manager will personally acknowledge your complaint in writing within 2 business days of receipt, confirming that the matter is under active review.
- Review and Investigation
The Practice Manager centrally coordinates all investigations and determines who needs to be involved to resolve the issue fairly. In the event that the Practice Manager is unavailable to attend to a complaint, an appropriate senior team member—such as the Administration Manager or the Director—will be assigned to manage the process and ensure a timely response.
- For Physiotherapy clinical concerns: The Practice Manager will review the case and, where necessary, consult with our Clinical Lead and/or Director to review clinical notes and care standards.
- For Massage, Myotherapy, Psychology, or Administrative concerns: The Practice Manager will investigate the matter directly, consulting relevant practitioners, external professional supervisors, or our Director as appropriate.
We aim to complete all internal investigations and provide a clear update or resolution within 10 business days.
- Resolution and Outcome
The Practice Manager will contact you directly in writing to outline the outcome. This may include an explanation, a formal apology, a review or adjustment of fees, or an update on concrete changes we have made to our internal clinic policies to prevent the issue from happening again. A full record of the resolution will be securely closed out on your private file in Pogozo.
External Review Pathways
We always strive to resolve matters openly and directly with you. However, if you feel your complaint has not been adequately resolved through our internal process, you have the right to contact the relevant independent regulatory bodies:
- Ahpra & National Boards: For clinical safety or ethical concerns regarding registered healthcare practitioners (Physiotherapists and Psychologists) via www.ahpra.gov.au.
- Office of the Health Ombudsman (OHO) / State Health Complaints Commissioner: For general healthcare service delivery complaints, including self-regulated modalities like Remedial Massage and Myotherapy.