The Complaints Management and Resolution Procedure (Complaints Procedure) is overseen by a seven-member Ethics Review Committee (ERC). The ERC has two representatives from Audiology Australia, two representatives from the Australian College of Audiology, 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 Audiology Australia
• not a current member of Audiology Australia 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 Audiology Australia.
• 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 a member if the conduct has not occurred in the practice of audiology but might otherwise bring the profession of audiology into disrepute.
Who can make a complaint?
Any person may make a complaint about a member of Audiology Australia. 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 Audiology Australia
• a health services provider.
How can a complaint be made?
A complaint must be made in writing by completing the Complaint Form and submitting the completed form to the Ethics Officer.
How does the complaints process work?
The full details of the complaints process can be accessed here
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 Audiology Australia
• The member’s membership and/or eligibility for membership is terminated or cancelled in accordance with the constitution of Audiology Australia
• Another specific sanction or directive approved by the Board of Audiology Australia
The Board of Audiology Australia will be the final decision maker in regards to any complaint made against a member and, if appropriate, the resulting sanction.
Who do I contact about making a complaint or the complaints procedure?
Any enquiries regarding a potential complaint about a member of Audiology Australia or the Complaints Procedure should be made to the Ethics Officer.
The contact details for the Ethics Officer are:
Telephone number: (03) 9940 3920
Email address: firstname.lastname@example.org