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Our Policy and Commitment to Quality

CAC’s Quality Policy is to deliver effective return to work assistance, employment services, and workplace health interventions to our customers, providing a level of service that consistently meets or exceeds their needs and expectations.  

 

Our quality objectives are:

  • We endeavour to consistently satisfy the expectations of our customers with regards to service and satisfaction (including demonstration of our Values).

  • We will monitor and measure the quality and effectiveness of our service delivery, to ensure that we meet (or exceed) service expectations, and satisfy regulatory compliance requirements wherever required.

  • We will support and develop our key resource; our people.  This includes ensuring the necessary physical environment, infrastructure, and professional development to deliver a quality service.

  • We will promptly review any complaints or negative feedback, and provide a timely response.

  • We are committed to continual improvement of our Quality Management System.

CAC is focused upon people.  We seek to understand, and to make a difference.  Our team is guided by our key values:

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Empathy

We listen to better understand.

Our interactions are non-judgemental.

We recognise individual experiences, and the overall impact of unexpected interruptions upon a person's life.

Integrity

We are honest and transparent.

Our role is to be consistent and reliable.

Care

Our focus is upon health and wellbeing.

Care is at the heart of what we do.

Care locks in our involvement with all our clients.

Respect

We acknowledge and appreciate different views and approaches.

We seek to consistently demonstrate high standards of professional conduct.

We respect individual needs

Excellence

We strive to achieve positive outcomes.

We challenge ourselves and others.

We embrace development opportunities.

CAC Values

Our Team

CAC has been in operation for over 20 years.  During this time, we have developed a strong reputation for effective service delivery, particularly in relation to complex injuries.  We are able to meet the varying needs of stakeholders through the development of effective working relationships built around trust, respect of diversity, and the ability to adapt.

Our staff include Psychologists, Occupational Therapists, Physiotherapists, Rehabilitation Counsellors, Osteopaths, Vocational and Employment Specialists, Exercise Physiologists, and Ergonomists.  All staff are experienced in the delivery of innovative and effective assessments, training programs, and associated interventions.  These services support safe and sustainable return to work following injury and other life disruptions, or facilitate improved workplace wellbeing and productivity.

Meet the CAC Management Team below:

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General Manager

Tom is the General Manager at CAC and a Partner in the Howden People Risk business, with 30 years’ experience in the personal injury sector. Starting his working life as a Physiotherapist, Tom has been involved in the workplace health, safety and rehabilitation industry for 16 years. Tom’s depth of knowledge and experience in both the health and insurance markets makes him a market leader in assisting organisations in creating safe workplaces, supporting staff to maximise health and productivity, and minimising the cost impact of people risk.

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Branch Manager

Carly completed student placement at CAC in 2014 and progressed to work in administration, NES and OES before stepping into leadership and management roles at CAC. Carly has also worked as a Mental Health Consultant at a Victorian insurance company and works as a Lecturer in the Masters of Rehabilitation Counselling.  Carly holds a PhD degree, is a Rehabilitation Counsellor and Certified Workplace Wellness Practitioner, and is Mindfulness and Acceptance Commitment Therapy (ACT) trained. Carly is passionate about holistic wellbeing and early intervention in workplaces, emergency services and performing arts.

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Partner, Life Insurance

Liz Rodley is a qualified Physiotherapist with over 30 years of industry experience spanning clinical settings, and the occupational rehabilitation sector. Furthermore, as a passionate advocate for health and wellbeing, Liz went on to become a distinction graduate in 2016 in RMIT University’s Master of Wellness programme. The RMIT Master of Wellness programme was the worlds first post graduate qualification in wellness, placing Liz as a thought leader in the current global wellness movement. Liz has a Bachelor of Applied Science (Physiotherapy) and a Graduate Diploma in Wellness.

 

Liz has worked across all the compensable frameworks in Australia, eventually specialising in health, wellbeing and rehabilitation in the life insurance industry since the early 2000’s. Liz has worked both as a consultant and in-house with various life insurance companies in rehabilitation roles. In 2015, Liz was a finalist in the Women in Financial Services Awards, Pro-Bono category for her work in promoting workplace wellbeing and facilitating the launch of an industry unique rehabilitation service offering. In 2016, Liz then co-founded and launched to market, COACHMEWELL® (formerly known as Thrive Re Consulting), with a unique value proposition of providing best practice recovery, health and wellbeing and return to work services to the life insurance sector.

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Senior Rehabilitation Consultant - OES Team Leader

From 2010 Annie worked as a clinical physiotherapist in a range of inpatient hospital and community-based settings before transitioning into Occupational Rehabilitation in 2017. Annie works in the Original Employer Services team, with a primary focus to support injured employees with their recovery and assist them to overcome barriers to facilitate a safe and sustainable return to work. Annie is experienced with conducting worksite assessments to educate clients and their employers on optimal ergonomic set up in relation to specific injuries, and provide recommendations for workplace modifications, supports and healthy work practices. Annie applies her strong problem-solving skills, clinical experience and knowledge of injury management to mentor the OES team in relation to physical injury claims. Annie is passionate about human rights and social justice, and in her spare time volunteers with the local community to support people from refugee backgrounds.

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Rehabilitation Consultant/Psychologist - OES Psychology Team Leader

Jessie joined the CAC team in 2017 as a registered psychologist and delivers a range of services including psychological counselling, occupational rehabilitation services, early intervention services to prevent mental injury, mediation and facilitated discussions. As the OES Psychology Team Leader, Jessie enjoys supporting her team with problem solving and developing strategies to manage complex and diverse cases in order to achieve safe and sustainable return to work outcomes. Jessie has an empathic and caring approach and is passionate about supporting clients to overcome challenging situations. In her spare time Jessie enjoys spending time with her friends and family and keeping her kelpie pup entertained!

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Vocational and Rehabilitation Consultant - NES Team Leader

Pembe has been with CAC since 2020 as a Vocational Rehabilitation Consultant. Pembe holds a Bachelor of Health Sciences in Rehabilitation Counselling, a Graduate Diploma in Rehabilitation Studies, a Master of Health Sciences in Rehabilitation Counselling, and a Master of Social Work. She is also a certified Rehabilitation Counsellor through Australian Society of Rehabilitation Counsellors (ASORC). Pembe excels in understanding the psychological, social, and systemic factors that affect rehabilitation outcomes, and she uses her skills to build rapport and achieve successful return-to-work results. Pembe has conducted professional development training on motivational interviewing and cognitive behavioural therapy and has facilitated training for Victorian Workers Compensation agents. In her free time, Pembe enjoys travelling (favourite country: Japan), Japanese food (favourite dish: ramen), and going to the gym.

Our Team

Hi Ella,

After receiving your message that you'll be closing my case as I'm not returning to my original job I wanted to send an email just to thank you for all the support you gave me whilst managing my case.

I really felt like you went over and above in your support and I really felt genuine concern for my well-being on your behalf which was honestly greatly appreciated.

This has been a really difficult period for me and feeling like I had someone like you in my corner has really helped.

Thanks again for everything and all the best

- Worker, May 2026

 

Hi Eric, Thank you for being so wonderful to work with! Your support and guidance is fantastic. I hope we can work on more claims together in the near future!

- WorkSafe Agent Case Manager,  May 2026​​​ 

Hi Meaghan,

I am really happy and have settled in so well. I genuinely love [new workplace] and feel very grateful for the opportunity.

I also wanted to thank you again for all your support during the interview process. I truly appreciate everything you did for me. It made such a difference.

I am actually going to be putting myself forward for a leadership role in the next few months, which feels very exciting. I would not be here without your help, so thank you again.

- Worker, March 2026

Awards & Recognition

Recent awards won by the team at CAC include:

Best New Starter (Original Employer Services), 2020  -  Patrick Costello

Australian Rehabilitation Provider Association (Victoria) Awards

Innovation in Return to Work Award, 2019  -  Capacity Support Service innovation

Australian Rehabilitation Provider Association (Victoria) Awards

Innovation in Return to Work Award, 2018  -  CAC and Dyson Group of Companies

ARPA National Excellence in Workplace Rehabilitation Awards

Outstanding Consultant (Original Employer Services), 2018  -  Julie Oughtred

Australian Rehabilitation Provider Association (Victoria) Awards

Innovation in Return to Work Award, 2018  -  CAC and Dyson Group of Companies

Australian Rehabilitation Provider Association (Victoria) Awards

Exceptional Leadership Award, 2017  -  Rob Eldridge

Australian Rehabilitation Provider Association (Victoria) Awards

Best New Starter (New Employer Services), 2017  -  Danielle Neal

Australian Rehabilitation Provider Association (Victoria) Awards

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Awards

CAC acknowledges the Traditional Custodians of Country and their continuing connection to land, sea and community.

We pay our respects to them, their cultures, and their Elders and Leaders past, present and emerging.

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Copyright © 2026. Counselling Appraisal Consultants Pty. Ltd. ABN: 45 007 421 981 (CAC) is part of Howden Group Holdings Limited. Users are responsible for their own use of this website and should take care in using the information contained therein. CAC accepts no liability for any loss, injury or damage suffered by any person as a result of relying on the information contained on our website.

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Counselling Appraisal Consultants

Telephone:  1300 786 860

Email:  reception@cac.com.au

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