top of page

Forest Flow

Traditional Chinese

Medicine & Qi Gong

​

Complaints & Appeals Policy

Effective Date: 18 March 2026

Forest Flow Traditional Chinese Medicine & Qi Gong is committed to providing a professional, safe, and respectful environment for all clients, students, and participants.

We ensure that all complaints and appeals are handled with fairness, transparency, and natural justice.

1. Purpose

The purpose of this policy is to provide a clear and accessible process for raising concerns regarding:

  • Clinical services (acupuncture, herbal medicine, bodywork)

  • Qi Gong classes, workshops, retreats, and training programs

  • Practitioner, instructor, or staff conduct

  • Administrative processes or decisions

  • Safety, wellbeing, or learning environment concerns

2. Guiding Principles

All complaints and appeals are managed in accordance with:

  • Natural justice and procedural fairness

  • Timely and transparent communication

  • Confidentiality (except where disclosure is required by law)

  • Impartiality and respect for all parties

  • The right to support (including having another person present)

3. Scope

This policy applies to:

  • Clients receiving Chinese medicine treatments

  • Participants in Qi Gong classes, workshops, retreats, and training

  • Students enrolled in teacher-training programs

  • Any staff, contractors, assistants, or guest facilitators

4. Types of Complaints

Complaints may relate to:

  • Clinical care or treatment experience

  • Practitioner or instructor behaviour

  • Communication or professionalism

  • Course delivery, structure, or assessment

  • Administrative decisions

  • Interpersonal concerns

  • Safety or wellbeing issues

5. Complaints Process

Clients and participants may choose either an Informal or Formal process.

5.1 Informal Process

  • Concerns may be raised verbally or in writing

  • We encourage direct communication where appropriate

  • Concerns will be acknowledged and discussed respectfully

  • A mutual resolution will be sought where possible

  • Informal complaints are documented internally for quality improvement

If unresolved, a formal complaint may be submitted.

5.2 Formal Complaints Process

  • Complaints must be submitted in writing (email is acceptable)

  • Receipt will be acknowledged within 5 business days

  • An impartial review will be conducted

  • A written response will be provided

If resolution requires more than 60 days, you will be notified and updated on progress.

All formal complaints are recorded and handled confidentially.

6. Appeals Process

If you are not satisfied with the outcome of a complaint, you may request an appeal.

Forest Flow will offer:

  1. A second internal review, or

  2. Referral to an independent third party where appropriate

7. Clinical Services (Chinese Medicine)

This policy applies to complaints relating to clinical services including:

  • Acupuncture

  • Herbal medicine

  • Bodywork and related therapies

Clients may raise concerns regarding:

  • Treatment experience or outcomes

  • Practitioner communication or conduct

  • Billing or appointment handling

  • Any aspect of care impacting safety or comfort

Clinical Complaints Process

  • Clients are encouraged to raise concerns directly where appropriate

  • Complaints may be submitted verbally or in writing

  • All concerns will be reviewed respectfully and professionally

  • Where appropriate, resolution may include clarification, adjustment of care, or referral

External Complaints Pathway

If a client is not satisfied with the outcome, they may contact:

  • Australian Health Practitioner Regulation Agency (AHPRA)

  • Office of the Australian Information Commissioner (OAIC), where relevant

8. Additional Considerations for Teacher Training

8.1 Assessment Appeals

Students may appeal assessment outcomes if they believe:

  • An error has occurred

  • Assessment conditions were unfair

  • New relevant evidence is available

8.2 Conduct Concerns

Students may lodge complaints regarding:

  • Behaviour impacting physical or emotional safety

  • Ethical concerns

  • Instructor or participant conduct

9. Record Keeping

Records of all complaints, appeals, and outcomes are securely maintained in accordance with Australian privacy requirements.

10. Continuous Improvement

Complaints and appeals are reviewed to:

  • Identify recurring themes

  • Improve service quality and course delivery

  • Enhance client and student experience

11. Non-Retaliation Policy

Clients and students will not be disadvantaged or penalised for raising concerns in good faith.

12. Contact

Forest Flow Traditional Chinese Medicine & Qi Gong
Luke Rose
137 Bakers Road
Dunbible NSW 2484
Australia

Email: forestflowtcm@gmail.com
Phone: 0494 396 052

bottom of page