Trust & Legal
Complaints & Feedback Policy
Threadline Health Pty Ltd (ABN 69 692 845 391) | Last Updated: 7 July 2026
At Threadline, we are committed to providing a compassionate, reliable, and high-quality service to support families and clinicians through the ADHD assessment preparation process.
If you have feedback or feel that our service has not met your expectations, we encourage you to let us know so we can listen, resolve the issue, and improve our platform.
1. How to Raise Feedback or a Complaint
You can submit feedback or a complaint directly to our team via:
- Email: support@threadline.com.au
- Contact Us Form: Available on our website and inside the platform
When submitting a complaint, please include your name, contact details, and a clear description of the concern.
2. Our Review & Resolution Process
When we receive a complaint, we will:
- Acknowledge your communication within 2 business days
- Investigate the matter thoroughly and objectively
- Keep you informed of our progress if further investigation is needed
- Provide a clear response or proposed resolution within 10 business days
3. Scope & Clinical Boundaries
Threadline provides assessment evidence collection and preparation tools. Threadline is not a healthcare provider and does not make clinical, diagnostic, or treatment decisions.
Complaints relating to clinical care, diagnostic outcomes, or clinician consultation fees must be directed to your child's treating health practitioner or clinic.
4. Continuous Improvement
We review feedback and complaints regularly to identify platform improvements, update our workflows, and enhance user experience for all families.