Professional standards and client rights

NSW Code of Conduct and HCCC complaints information

Registration

Pooja Sharma is:

• Australian Counselling Association (ACA) Registered Counsellor, Level 2, Registration No. R86742
• Psychotherapy and Counselling Federation of Australia (PACFA) Certified Practising Counsellor, Registration No. 33233

Professional practice is supported by regular clinical supervision, continuing professional development, professional indemnity and public liability insurance, and a current Working With Children Check. Qualifications and training descriptions are presented accurately and are not intended to imply specialist endorsement or certification beyond the practitioner’s verified training and scope.

Ethical frameworks

Practice is guided by:

• The PACFA Code of Ethics and Professional Conduct 2026.
• The ACA Code of Ethics and Practice.
• The NSW Code of Conduct for non-registered health practitioners.
• Applicable privacy, health records, child safety and other legal obligations.

Raising a concern

You are welcome to raise a question, concern or complaint directly with Innertune Counselling. Concerns will be taken seriously, handled respectfully and considered as promptly as practicable. Raising a genuine concern will not adversely affect the professional care offered.

Contact Innertune Counselling

• Email: innertunecounselling1@outlook.com
• Phone: 02 9633 4033

You are not required to complain directly to the practice before contacting an external complaints body. If it does not feel safe or appropriate to raise the matter directly, or if the response is not satisfactory, you may contact one or more of the following organisations.

Australian Counselling Association

ACA accepts complaints concerning counsellors registered with ACA. Its complaints page states that complaints may be made by clients who have used an ACA counsellor’s services, and provides access to the formal complaint process.

• ACA: Lodge a complaint
• Phone: (07) 3356 4255
• Email: aca@theaca.net.au

PACFA

PACFA accepts ethical complaints concerning counsellors and psychotherapists listed on the PACFA National Register. Its process advises clients to check the practitioner’s registration and contact PACFA with the relevant details; complaints are handled under PACFA’s Professional Conduct Procedures 2024.

• PACFA: Make an ethical grievance or complaint
• Phone: (03) 9486 3077
• Email: ethics@pacfa.org.au

NSW Health Care Complaints Commission

The HCCC handles complaints about health services and practitioners in NSW, including counsellors and other non-registered health practitioners. HCCC complaints must be made in writing; you can use the online portal, email, post or a complaint form.

• HCCC: Make a complaint online
• Enquiry line: 1800 043 159
• Email: hccc@hccc.nsw.gov.au

Privacy concerns

Questions or complaints about personal or health information may first be directed to innertunecounselling1@outlook.com. You may also contact the Office of the Australian Information Commissioner or the Information and Privacy Commission NSW. Read the full Privacy Policy for how privacy questions and complaints are handled.

Independent choice

You may seek external advice or make a complaint at any time. Nothing in the practice’s internal feedback process limits your right to contact ACA, PACFA, the HCCC, a privacy regulator, police, emergency services or another appropriate authority.