We'd love to hear from you
Client satisfaction is our top priority at Clean Slate and we welcome all forms of feedback to help improve our service, whether that be compliments or complaints. You can provide feedback by completing our below form:
Our complaints process
Our team is committed to addressing any concerns or issues encountered promptly and effectively. Once you've submitted your complaint via the above Clean Slate feedback form, our team will follow the below process to address your submission accordingly:
-
Clean Slate will acknowledge your complaint within 7 days by email, phone or letter.
-
Clean Slate will investigate the complaint and provide you with a response within 28 days, stating what was found and what was done.
Please note that if your matter has not been resolved to the satisfaction of all parties once a response has been issued by Clean Slate, you can report your concern to the relevant State Health Complaints Commissioner, the National Privacy Commissioner or the Australian Health Practitioner Regulation Agency. You can find further details about each relevant agency below:
For concerns about information privacy and freedom of information:
Please contact the Office of the Australian Information Commissioner here.
-
Is the program covered by Medicare?Unfortunately no, not at this time.
-
Can I skip Phase 1 (Preparation) and start detox right away?Assessment and preparation are a very important part of the program, where we ensure an individual is physically and psychologically ready for detox. This is to ensure safety for each client. The changing of relationship with alcohol does start with a period of mindful drinking, which allows us to identify any triggers that you may have.
-
I stopped drinking or went through a detox elsewhere. Can I still go through the program?Yes, we offer a tailored aftercare support program for those who have already completed detox. You can find more information on this service here.
-
Do I need to tell anyone?We are a confidential service and will not share information with anyone without consent (except where required by law). However, we encourage every client to have a support person for safety and support, which will be discussed in the first appointment by the nurse. Ideally, a GP is also involved to ensure the continuity of care post-detox.
For all other concerns:
Please refer to the below agency information, categorised by state -