Code of conduct and complaints

Reflect Renew Counselling is operated by Deborah Haywood. As a counsellor practising in Victoria, Deborah is a general health service provider under the Health Complaints Act 2016 (Vic) and works to the Code of Conduct for General Health Services made under that Act. This page explains what the code covers and how to raise a concern about your care.

The code of conduct

The code sets out the standards of conduct the community is entitled to expect from health service providers — including counsellors — who are not covered by the national registration scheme for health practitioners. It is administered by Victoria's Health Complaints Commissioner (HCC), and you can read the full code on the HCC's website:

Code of Conduct for General Health Services (PDF)

What the code requires

In plain language, the code requires providers to:

• provide services in a safe and ethical way
• obtain informed consent for the services they provide
• be honest and accurate about their services, their qualifications and what their services can achieve
• keep proper records and protect clients' privacy and confidentiality
• maintain appropriate professional boundaries
• never work while impaired by drugs, alcohol or a health condition
• never dissuade a client from seeking or continuing care with another health practitioner
• hold appropriate insurance

This is a summary only — the code as published by the HCC is the authoritative version.

How to raise a concern

If you're not satisfied with your care, you're welcome to tell Deborah first — concerns are taken seriously, and most things are sorted out fastest directly. You can reach her at deborah@reflectrenew.com.au or on (03) 8007 3516.

You can also contact the Health Complaints Commissioner at any point — with or without raising it directly, or if you're not happy with the response. The HCC handles complaints about health services in Victoria, and its service is free, confidential and impartial.

If you're outside Victoria

Deborah sees clients across Australia by telehealth. Most states and territories apply a code of conduct to non-registered health workers such as counsellors, overseen by their own independent complaints body. Wherever you are, you can raise a concern with the body for your state or territory — and you do not need to raise it with Deborah first if you would rather not.

Tasmania's Code of Conduct for Unregistered Health Care Workers commenced on 24 June 2026 and applies to health services provided in and into Tasmania — so if you are in Tasmania, your sessions with Deborah are covered by it, alongside the Victorian code above.

The ACA's complaints process

Deborah is a member of the Australian Counselling Association, and ACA members are also subject to the association's own complaints process. Wherever you are in Australia, you can lodge a complaint with the ACA directly.

Complaints about how your personal information is handled are covered separately in our Privacy Policy.