With us
Raising a concern with InnerHub
Email support@innerhub.com.au with "Complaint" in the subject line, or use the support option inside the platform. Every complaint is read by a human, handled separately from the practitioner involved, and answered directly. If a concern involves your safety or the conduct of a practitioner, it is treated as the most important thing on our list that day.
- Complaints are reviewed independently of the practitioner concerned
- You can raise a concern about a session, a practitioner, the platform, billing, or how your information was handled
- Raising a concern never affects your access to the platform
- Records of complaints and their outcomes are kept, so patterns get caught, not lost
Independently
Independent complaint options
Most concerns are fastest resolved with us, because we can act on them directly: fix a billing issue, rematch you, or remove a practitioner. That said, you are never required to come to us first. You always retain the right to contact the relevant independent complaints authority. In New South Wales that is the Health Care Complaints Commission (HCCC).
Practitioners on InnerHub are required to work within the NSW Code of Conduct for unregistered health practitioners (and its equivalents in other states and territories), which sets enforceable standards for safe and ethical practice.
Contact details for the HCCC, and for the equivalent complaints body in any other state or territory, are available on request: email support@innerhub.com.au and we will provide them straight away, along with a copy of the applicable code of conduct.