Making a complaint 

Ensuring the best care for all Australians

The Audiology Australia Accredited Audiologist is our assurance to the community that when you see an audiologist accredited by us, you can be confident that you are seeing a professionally qualified audiologist.

All members must abide by a Code of Conduct which is designed to maintain a high standard of ethical and professional conduct. 

For members of the community to continue to have trust in the profession of Audiology, any breaches of the Code of Conduct are managed though an independent complaints procedure overseen by an Ethics Review Committee. 

 

 

Audiology Australia (AudA) and the Australian College of Audiology (ACAud) are committed to ensuring that their members maintain a high standard of ethical and professional conduct and that the public maintain a high level of trust in the professions of audiology and audiometry. 
 
For this reason, all members of AudA and the ACAud must abide by a Code of Conduct.
 
In order to optimally manage and investigate breaches of the Code of Conduct, AudA and ACAud has implemented the Complaints Management and Resolution Procedure (Complaints Procedure). 
 
The Complaints Procedure is overseen by a seven member Ethics Review Committee (ERC). The ERC has two representatives from AudA, two representatives from ACAud, two consumer representatives and an independent Chairperson. 
 
Who can be complained about?
The Complaint Procedure applies to a person who is a:
current member of AudA and ACAud 
not a current member of AudA or ACAud but the issue or incident being complained about occurred during a period when the person was a member.
 
What can be complained about?
A complaint may be made about the professional or ethical conduct of a member of AudA or ACAud. 
 
A complaint may relate to any one or more possible breaches of the Code of Conduct.  
 
A complaint may also relate to the conduct of an AudA or ACAud member if the conduct has not occurred in the practice of audiology but might otherwise bring the professions of audiologist or audiometrist into disrepute. 
 
Who can make a complaint?
Any person may make a complaint about a member of AudA or ACAud. This includes:
the client – the person who received the hearing service and/or device 
a parent or guardian of the client
a legal representative of the client such as a person with power of attorney 
a representative nominated by the client for the purpose of making the complaint
a member of AudA or ACAud
a health services provider.
 
How can a complaint be made? 
 
How does the complaints procedure work? 
 
What are the possible outcomes of a complaint? 
At the conclusion of its investigation into a complaint, the ERC may determine that:
A member has breached one or more of the principles of the Code of Conduct
A member has not breached any of the principles of the Code of Conduct
There is not sufficient information to make a determination on whether a person has or has not breached any of the principles of the Code of Conduct.
 
The ERC may also recommend any of the following sanctions: 
The member is formally warned and reprimanded
The member is required to undergo mediation, counselling or further education or training in relation to a particular issue or area
The member is placed on probation for a specified period of time which may include a period of supervised practice, a restriction on the practice areas or types of clients the member is permitted to consult
The member is suspended for a specified period of time in accordance with the constitution of AudA or ACAud 
The member’s membership and/or eligibility for membership is terminated or cancelled in accordance with the constitution of AudA or ACAud 
Another specific sanction or directive approved by the Board of AudA or ACAud 
The ERC’s recommendation in terms of sanctions for a member will then go to the Boards of AudA or ACAud for final review and endorsement. 
 
Can I seek advice or information about an ethical or professional conduct issue rather than making a complaint? 
 
Yes, as an important function of the ERC is to educate and inform members and the wider community about ethical and professional conduct issues, we encourage members of AudA, ACAud or the public to seek advice about these issues at any time. 
 
Who do I contact about making a complaint or to seek advice about professional or ethical conduct issues? 
 
For any enquiries regarding a potential complaint, the Complaints Procedure or to seek advice about ethical or professional conduct issues, please contact the Ethics Officer. 
 
The contact details for the Ethics Officer are:
 
Telephone number: (03) 9940 3920
 
Email address:  ethics@audiology.asn.au