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Complaint Handling Policy

Hong Kong Psychological Health Center (HKPHC or company) seeks to maintain its reputation as a company delivering high quality professional services. HKPHC is also committed to maintaining its responsiveness to the needs and concerns of our clients.

 

The Policy is designed to provide guidance on the manner in which HKPHC receives and handles complaints made against the company, its partners and its employees.

 

The objective of the Policy is to assist the company, its partners and employees in resolving complaints in an efficient, effective and professional manner.

What is a complaint?

The Policy is intended to address complaints made to HKPHC. A complaint under this Policy is defined as “An expression of dissatisfaction made to an organization, related to its products/services, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected”.

 

Any person or organization (the complainant) who is dissatisfied with a product or service provided by the company, for any reason, may contact HKPHC to complain. A complaint may be oral or written. At times, complaints can be by way of negative feedback, which may not require a resolution or formal follow-up. While this type of feedback is valuable to the company, the Policy does not apply to feedback of this nature.

Guiding principles of effective complaints handling

Visibility

Our Complaints Handling Policy is available on the HKPHC Website and also internally.

Accessibility

Our Complaints Handling Policy is readily accessible to all partners, employees and clients. The Policy is easy to understand and includes details on making and resolving complaints.

Responsiveness

Receipt of each complaint is acknowledged to the complainant immediately. Complaints will be handled in an efficient and effective manner. Complainants will be treated courteously and kept informed of the progress of their complaint throughout the complaint-handling process

CHARGES

There will be no charge to the complainant for making a complaint.

Confidentiality

Personally identifiable information concerning the complainant is actively protected from disclosure unless the complainant expressly consents to disclosure.

CLIENT FOCUSED APPROACH

All partners and employees of HKPHC, including the Management are committed to efficient and fair resolution of complaints. We actively solicit feedback from our clients on a regular basis and acknowledge a client’s right to complain.

Accountability

All partners and employees accept responsibility for effective complaints handling.
The Management will ensure that, where appropriate, issues raised in the complaints handling process are reflected in partner and employee performance evaluation.

Continual
Improvement

Our complaints handling process will be reviewed periodically, to enhance its efficient delivery of
effective outcomes.

Handling a complaint

a.    How a complaint may be made

Where a complaint is about a particular service, product, partner, employee or privacy issue and you are familiar with the person working on your matter, you may wish to address your complaint to that person, orally, by letter or email. Where possible, complaints should be made in writing so that the details of the complaint are clear and complete. If you are not sure to whom you should refer your complaint, or if you feel it is inappropriate to address your complaint to a member of the engagement team, please write to:

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The Management
Hong Kong Psychological Health Center
Unit 506, 5/F, Stag Building
148-150 Queen’s Road Central, Central
Hong Kong

email: complaint@psyhealth.center

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b.    What information is required when making a complaint?

When making a complaint, please provide the following information:

  • Your name, contact details and position (if applicable)

  • Your relationship with HKPHC (i.e. the nature of your engagement with HKPHC, if you are a client)

  • Your contact person within HKPHC

  • The nature of the complaint (including when the conduct giving rise to the complaint occurred)

  • Details of the HKPHC's partner or employee involved (if applicable)

  • Copies of any documentation supporting the complaint.

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c.    Assistance with making a complaint

If you need assistance in formulating or lodging a complaint, please contact the member of our team working on your matter. If this is not appropriate, please contact the Management (contact details as provided above).

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d.    Acknowledgement of complaints

We are committed to acknowledging all complaints immediately upon receipt. Once a complaint has been received, we will undertake an initial review of the complaint and look to address it expeditiously.

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e.    Your rights during the complaint process

You have the right to enquire as to the status of your complaint by contacting the employee who has been identified to you as handling your complaint.

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f.    Response to a complaint

Once we have reviewed your complaint, we will provide you with a written response. If you are dissatisfied with HKPHC’s response, you have the right to ask for reconsideration of the response by the management. Such a request should be made in writing and forwarded by post or email to the address provided above.
 

Our quality controls

Complaints will be analysed by the Management for the identification of systemic or recurring problems. If such problems are identified, the company will consider what actions it may need to take to address these problems.

 

The complaints handling process will be reviewed periodically to enhance its delivery of efficient and effective outcomes. This review will be performed by the Management or an appropriate appointee. The company will consider what actions it may need to take to address any deficiencies identified in the review.

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Where appropriate, issues that arise as a result of the complaints handling process may be incorporated in the process for monitoring and evaluating partner and employee performance.

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Please contact the Management if you have any comments or suggestions in respect of the contents of this Policy
 

@ 4 Feb, 2024

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