Purpose & Principles

The Trauma Recovery Network Australia (TRNA)

Purpose & Principles

Our Commitment

The TRNA is committed to fair, effective and efficient complaint handling. 

We commit to:

Promote a culture that values complaints and their effective resolution by:

  • Being alert to complaints
  • Working to resolve them promptly
  • Make recommendations for improvement
  • Analyse data for implementing improvements

Demonstrate exemplary complaint handling practices by:

  • Treating all people with respect, including those who make complaints
  • Assist people to make complaints, if needed
  • Implement changes from individual complaints and analysis of data

Complaint Handling by TRNA

1. Receive

Unless a complaint has been resolved at the outset, we will record the complaint and its supporting information. The record of the complaint will include:

  • Contact information of person making complaint
  • Issues provided by the person and outcomes they want
  • Any other relevant information; and
  • Any additional support the person making the complaint requires.

2. Acknowledge

We will acknowledge each complaint promptly, and preferably within 5 working days, by the most appropriate medium, email, phone call, letter, etc.

3. Asses and investigate

3.1 Initial assessment

After acknowledging receipt of the complaint, we will confirm whether the issues raised in the complaint are relevant to our training and support services. If the matter is about an individual’s professional conduct or ethics, will will ask you to contact that person’s professional registration body. 

Complaints about psychologists, psychiatrists, mental health nurses, mental health occupational therapists, and mental health general practitioners may be lodged at the Australian Health Practitioners Regulation Authority. 

Complaints about social worker, psychotherapists and counsellors may be made to their professional associations. Please note they can only investigate those people who choose to be members. You may also wish to raise matters with your State/Territory Health Complaints Commissioner.

We will also consider the outcomes sought by the person making a complaint and, where there is more than one issue raised, determine whether each issue needs to be separately addressed. When determining how a complaint will be managed, we will consider:

  • How serious, complicated or urgent the complaint is
  • Whether the complaint raises concerns about people’s health and safety
  • How the person making the complaint is being affected
  • The risks involved if resolution of the complaint is delayed, and
  • Whether a resolution requires the involvement of other organisations.

3.2 Investigating the complaint

After assessing the complaint, we will consider how to manage it. We may:

  • Give the person making a complaint information or an explanation
  • Gather information about the issue, person or area that the complaint is about, or
  • Investigate the claims made in the complaint.

We will keep the person making the complaint up-to-date on our progress, particularly if there are any delays. We will also communicate the outcome of the complaint using the most appropriate medium. Which actions we decide to take will be tailored to each case and take into account any statutory requirements.

4. Determine outcome and provide reasons for decision

Following consideration of the complaint and any investigation into the issues raised, we will contact the person making the complaint and advise them:

  • The outcome of the complaint and any action we took
  • The reason/s for our decision
  • The remedy or resolution/s that we have proposed or put in place, and
  • Any options for review that may be available to the complainant, such as an internal review, external review or appeal.

5. Close the complaint: document and analyse data

5.1 Document

We will keep records about:

  • How we managed the complaint
  • The outcome/s of the complaint (including whether it or any aspect of it was substantiated, any recommendations made to address problems identified and any decisions made on those recommendations), and
  • Any outstanding actions to be followed up, including analysing any underlying or root causes
  • We will ensure that outcomes are properly implemented, monitored and reported to the complaint handling manager, senior management or the Chair of our governing body.

To register a concern please go to Contact Us

The Trauma Recovery Network Australia (TRNA)

Guiding Principles

Equal Employment Opportunity

The TRNA is committed to the principle of equal employment opportunity for all trainers, facilitators, consultants, administrative staff and volunteers by providing a work environment free of discrimination and harassment. All employment decisions are based on organisational needs, job requirements and individual qualifications, without regard to race, colour, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. TRNA will not tolerate discrimination or harassment based on any of these characteristics.

Access and Equity

Committed to the human rights principle of access and equity, the TRNA exists to increase the accessibility of EMDR Therapy training to rural and underserved communities. We provide EMDR Training to mental health first responders in national disaster areas declared by the Australian Government Department of Home Affairs through charitable donations, grants and other funding opportunities. By providing the training locally, we help communities build resilience and meet the future needs of their local population, which have not had access to local clinicians with evidence-based trauma treatment skills. 

The training program includes discussion on EMDR with clients from culturally and linguistically diverse backgrounds, as well as those who experience ongoing trauma from discrimination, bias and prejudice. As a therapy, EMDR is a client-led therapy and does not involve any culture specific interpretation of psychological presentations.

We seek to provide equity in our programs, assess any barriers or needs by participants and consider extra support or services. We ensure the programs we provide are responsive to the individual needs of trainees whose age, gender, cultural or ethnic background, disability, sexuality, language skills, unemployment, or remote location may present a barrier to access. Our programs are community focused and provide ongoing support to create cohesion.

Participants in our programs will be provided with information and encouraged to raise issues to be addressed to improve accessibility. Registration forms will include requests for special needs information such as physical access, dietary requirements and support services.

Diversity and Cultural Competence

The TRNA acknowledges and promotes diversity for the purpose of fostering growth, learning, creativity and productivity in our organisation and the community at large.

We value cultural understanding both as a teaching goal and as a core component of effective EMDR therapy. Our history taking process includes a biopsychosocial intake assessment form which covers issues of diversity, discrimination, culture and intergenerational trauma. The training program includes how to improve cultural awareness during an interviews. 

The TRNA regards cultural competence as the capacity to understand and respect the importance of culture and to integrate that awareness into both our practices and service delivery.

We strive to educate and support EMDR clinicians as they implement culturally attuned EMDR therapy in a multicultural world. We encourage culturally competent clinicians to pursue knowledge and understanding regarding the general importance of culture as well as cultural awareness specific to service to each client; and to further adapt and maintain EMDR therapy skills that are culturally sensitive and effective.


Your donation helps us to reach areas most in need, every community therapist we train may help up to 500 people a year, every year.

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The Trauma Recovery Network Australia (TRNA) was established to provide EMDR Therapy training to rural and remote areas in Australia who were affected by the 2019/2020 bushfires. Moving forward, we will continue to seek funding and support for providing training to mental health first responders who live and work in declared Australian disasters by local government areas (LGAs) and the Australian Commonwealth Department of Home Affairs. We also will work with sponsoring organisations and groups designated by the Australian Rural Health Workforce Rural, Remote and Metropolitan Area (RRMA) Classification System as remote and rural zones (RRMA 3 - 7). All participants in the training must meet EMDRAA eligibility to train guidelines as well as be community members who are employed or have practices to treat mental health clients in designated areas.

Training Information

The TRNA engages EMDR Association Accredited trainers to provide EMDR Therapy training programs. As the preference of the TRNA is to do in-person training, the costs of a  training program includes accommodation, travel, and the trainer’s fee.

For disaster recovery work which has been funded by grants or donations, we seek to provide the training program at no or minimal cost to participants with the support of local community members to organise venues, administration and participants to provide their own accommodation and meals. 

Participant's Obligations:

To undertake the training, mental health clinicians must meet the eligibility for training guidelines published by the EMDR Association of Australia. Participants will be required to collect data and support research, and agree to support the TRNA and others through peer supervision, study groups and ongoing development. 

All training participants must be located in, or have employment directly related to, the government declared disaster area.