How to make a complaint

Audiology Australia Service Charter

Audiology Australia’s Service Charter outlines our commitment to service quality for all hearing healthcare consumers and providers.

We understand that sometimes you may not be happy with the services provided to you and seek help to answer your questions.

This Service Charter provides an overview of:

  • What you can expect from Audiology Australia when making a complaint
  • How you can provide feedback about the service we provide you
  • Further steps you can take if you are not satisfied with a decision.

Audiology Australia welcomes your advice and feedback. You may contact us by telephone, email, fax, through our website, or you may write to us.  All feedback to Audiology Australia is handled confidentially and respectfully.

Louise Hickson
President, Audiology Australia


Who is Audiology Australia?

Audiology Australia is the professional body that represents over 98% of audiologists in Australia. Members of Audiology Australia aim to promote hearing health care in the community through quality professional assessment, rehabilitation, education and research.

Our members’ commitment to quality standards of care is reflected through our Professional Practice Standards. Audiology Australia members also follow our Code of Conduct, which provide members with a set of principles and responsibilities that guide professional practice of audiology in Australia.

Our service to you

Audiology Australia members do their best to provide quality care for people seeking audiology services. Nevertheless, when issues do occur, there may be circumstances where you want help from Audiology Australia, as the representative professional body, to help resolve your concerns.

Audiology Australia values your contact with us. We will listen to your concerns, treat you fairly and with respect, and will act quickly as needed.  All concerns are treated confidentially. Audiology Australia is subject to the provisions of the (Information Privacy Act), which specifies 11 privacy principles that must be adhered to when collecting, disclosing and using personal information. Any information we obtain in the course of managing a query is handled in ways that are required under this legislation.

How do I contact Audiology Australia?

Audiology Australia welcomes your comments and suggestions. Our staff can be contacted between 9am and 5pm (AEST) Monday to Friday to assist you with your query. If you have feedback about a member or services that you received from a member, or would like to make a complaint, then you may raise your concerns by telephone, email, fax or in writing.

Audiology Australia
PO Box 504, Brentford Square VIC 3131??
(Suite 7, 476 Canterbury Road, Forest Hill VIC 3131??)
PH: 61 3 9877 2727? Fax: 61 3 9877 0645
Email: info@audiology.asn.au 
Web: http://www.audiology.asn.au

Complaints about ethical behaviour, or the conduct of Audiology Australia members, should be made in writing to The Ethics Committee, Audiology Australia, PO BOX 504 Brentford Square, VIC, 3131, or by email to ethics@audiology.asn.au.

The process we follow

This flowchart shows the process involved when issues are raised with Audiology Australia:

Further steps

If you are unhappy with the advice we have given you, or disagree with a decision we have made, you may take the matter further.

Firstly you should discuss the matter with the staff member who handled your query initially. If you remain dissatisfied, you may ask for a review of the decision, and you should provide clear reasons for this request.

A review is undertaken by a senior member of staff, or by members of the Board of Audiology Australia, who will determine if the original decision should be upheld or retracted. The reviewer(s) will have had no involvement in the matter initially. You will be advised of the outcome of the review and of any subsequent action.

If you are dissatisfied with the outcome of the review and wish to take the matter further, you can take your concerns to the (Health Care Ombudsman/Commission in your state). 

Procedures for members of the general public who want to make a complaint

Who can make a complaint?

Any person can make a complaint, including the person who experienced the problem, a parent or guardian of the person, a relative, friend or representative appointed by the person to assist the person, health professional, or member of Audiology Australia.

If a complaint is made on behalf of the person who experienced the problem, written authority from the person is required (exceptions: the person is under 18 years of age, or has deceased).

What can be complained about

A complaint can be made about any product, service or behaviour that was experienced during the course of audiological practice provided by Audiology Australia members.

What can I do to resolve my concerns?

It can often be a good idea to discuss the complaint with your audiologist (or another person from their organisation) in the first instance. They may be able to work with you to overcome any concerns you have. If you are not satisfied with their actions or response to your complaint, you are welcome to contact us to discuss what to do next.

How do I make a complaint?

A complaint should be made in writing.  You can lodge a complaint by downloading the notice of complaint form and mail or email this to the Audiology Australia office.

What should my written complaint include?

All complaints should include the following information:

  1. Who was involved
  2. Details about what happened
  3. Dates and times (if possible)
  4. Your specific concerns about what happened
  5. What you have done to resolve your concerns (for example, discussed with your audiologist)
  6. What you would like to happen next

If you have any information that you think would be useful in an investigation of your complaint, please include this in your correspondence with us.

Can you assist me to write a complaint?

If you are unsure about what to write or need help to write a letter, Audiology Australia staff can help. You, or someone you choose to help, can telephone Audiology Australia on 03 9877 2727 to discuss your concerns. Audiology Australia can use an interpreter service to help people whose first language is not English. Call the Telephone Interpreter Service on 131 450 and ask to be put through to Audiology Australia on 03 9877 2727.

What happens next?

We will acknowledge receipt of your complaint within seven (7) days if you telephone or email us. Complaints in writing will be acknowledged within fourteen (14) days. Complaints that are investigated may take some time to be resolved. If this is the case, we will keep you updated with the progress of your complaint. We may also contact you during an investigation to find out more about the complaint. When a complaint is finalised, we will contact you either by telephone or in writing with a summary of the outcome. 

Will my information be kept private?

Any personal information that Audiology Australia collects as part of complaints management will be handled in accordance with all applicable privacy laws, and will only be used for the purpose of investigating the complaint. You will be asked what information you are willing to share with anyone else involved in the complaint.

Who else can help?

If you need further advice about your complaint, there are other organisations that can help, depending on your circumstances. Audiology Australia staff can provide guidance on who you can contact.

>  The Office of Fair Trading
>  Health Services Commissioner in your state or territory
>  Fair Work Australia
>  Office of Hearing Services

Download complaint form here