Privacy and Complaints Policy

Privacy Policy

Optimal Speech Pathology trading as Colleen Kerr and Associates hold the privacy of your personal information in the highest regard and utmost confidentiality.

Optimal Speech Pathology is subject to the National Privacy Principles under the Privacy Act 1988. This Privacy Statement applies to any personal information you provide in connection with our therapy service.

Optimal Speech Pathology gathers personal information through a variety of methods including electronic or face to face interactions as well as requests for information. We may also collect personal information directly from individuals, or their authorized representatives, and through referrals from other service providers. We only gather information that is essential or beneficial in ensuring quality of services, such as contact details, health insurance details, medical history, and/or other information that is deemed relevant to the services sought by the individual or referring party. Optimal Speech Pathology uses the information gathered for the purposes of administering our business activities as well as providing treatments and assessments for our clients.

Information will only be provided to third parties (e.g. Insurers, doctors, therapists) if the information is required to ensure effective service provision and with your consent. Optimal Speech Pathology does not use or disclose sensitive personal information without your explicit consent. We ensure that the personal information we hold about you is accurate, complete, and up-to-date. If the personal information we hold about you is inaccurate, incomplete or out-of-date, please contact us and we will either correct this information, or if necessary, discuss alternative action with you.

Once any personal information comes into our possession, we will take reasonable steps to protect that information from misuse and loss and from unauthorised access, modification or disclosure. If you wish to gain access to your personal information, have a complaint about a breach of your privacy or you have any query on how your personal information is collected or used please forward your request in writing. We will respond to your query or complaint as soon as possible.

We may amend this Privacy Statement as our business requirements or the law changes. Any changes to this Privacy Statement will be updated on our website, so please re-visit the statement to ensure that you are aware of our most current privacy statement.

For further information about the protection of your privacy, please visit the Australian Federal Privacy Commissioner’s website at


Complaints Policy

How to make a Complaint:

If you have a concern or problem with a support or service provided by us you should contact the Director Colleen Kerr on 0403 903 822 or

Wherever possible our aim is to resolve your concerns or problem when you first contact us. If you are not satisfied and would like to make a complaint, the practice manager will provide and can assist you to complete a Complaint Form so that we can ensure we understand and have accurately collected the details of your complaint.

We will complete the following steps regarding our complaints process:
• Provide you with an acknowledge of receipt of your complaint;
• Keep you informed of the progress of the complaint, including any action taken, the reason
for any decisions made and options for review of decisions;
• Keep you involved in the resolution of the complaint.
• Advise you in writing of the outcome and the reason for the decision.

If we are not able to resolve your complaint within 10 working days, we will keep you informed of our progress and how long we expect that it will take to resolve your complaint.

What to do if you are not satisfied with the outcome of your complaint

If you are not satisfied or do not want to talk to this person, you can contact Speech Pathology Australia on 1300 368 835 or on +61 3 9642 4899.

NDIS Participants

If you are a participant of NDIS and are unsatisfied with the outcome we invite you to contact the
National Disability Insurance Agency by calling 1800 035 544, visiting one of their offices in person,
or visiting for further information.

A person can make a complaint to the Commission about any issue connected with the support or services provided by an NDIS Provider. Complaints can be made orally, in writing, or by any other appropriate means and can be made anonymously. A complaint can be withdrawn at any time.

If a person makes a complaint, the Commissioner must decide what to do. The Commissioner may decide to;
• Take no action, or defer taking action in some cases or
• Help the complainant and other affected people to work with the NDIS provider to resolve
the complaint; or
• Undertake a resolution process.