In a world where businesses regularly engage with online feedback, it can seem odd when health professionals might choose to stay silent. But for psychologists in Australia, a new code of conduct comes into force December 2025. In the new code of conduct not responding to reviews is actually a matter of ethics and law.
Governed by strict guidelines from The Australian Health Practitioner Regulation Agency (AHPRA) and the Psychology Board of Australia, psychologists must follow professional standards that prioritise client confidentiality and responsible communication.
Here’s why that means no replies—even to glowing praise or critical feedback.
1. Client Confidentiality Is Paramount
Psychologists are bound by confidentiality. Even if a client chooses to post a public review, the psychologist cannot acknowledge or confirm a therapeutic relationship.
According to the Psychology Board of Australia’s Code of Conduct (Advance Copy), psychologists must:
“Respect the privacy and confidentiality of client information.”
Replying to a review, even with a neutral or generic response, could unintentionally confirm that the person is a client—breaching confidentiality.
2. Testimonials Are Not Allowed in Advertising
Psychologists in Australia are prohibited from using testimonials in their advertising. This is outlined in Section 133 of the National Law, and reinforced by AHPRA’s Advertising Guidelines.
AHPRA states:
“A review or testimonial that refers to clinical care (e.g., diagnosis, treatment, or outcomes) is considered a testimonial and must not be used in advertising.”
Even if the review was unsolicited and public, responding could be seen as endorsing or promoting it—which is not allowed.
You can read more about testimonials in this blog that explains further why testimonials are not used by psychologists.
3. Professionalism in Public Communication
The Code of Conduct also requires psychologists to:
“Maintain professionalism in all forms of public communication.”
Even when a review is unfair or inaccurate, psychologists must avoid engaging in public disputes. Responding can escalate the situation, compromise confidentiality, or appear unprofessional.
The Silence Isn’t Indifference—It’s Ethics
When a psychologist from our office doesn’t reply to your review, it’s not because they’re ignoring you—it’s because they’re upholding your privacy, the integrity of your therapeutic relationship, and the ethical standards of their profession.
In a field built on trust and discretion, we hope our quiet professionalism speaks volumes.
Have questions about therapy, the Code of Conduct, or want to give us feedback privately?
Feel free to reach out through our admin team – privately and confidentially:
References
The Australian Health Practitioner Regulation Agency, Psychology Board of Australia (Retrieved 15 April 2025) https://www.ahpra.gov.au/
The Psychology Board of Australia (6 Jan 2025) Code of Conduct (Retrieved 15 April 2025) https://www.psychologyboard.gov.au/Standards-and-Guidelines/Professional-practice-standards/Code-of-conduct.aspx
