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The Complaint Process
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  • Receipt of your complaint is acknowledged within 7 to 10 days. The Professional Conduct Consultant will review the matter and you will be advised if anything further is required.
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  • If the matter is one that the Institute cannot investigate, you will be informed.
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  • Please note complaints made anonymously or that withhold the name of the member will not be investigated.
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  • If the matter can be investigated, the Institute with your written authorisation #, will forward your complaint and documentary evidence if applicable, to the member for their written response.
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  • Upon receipt of the member’s response to the complaint, the Institute will then review all material to determine what, if any further action is required. The member’s response (with their authorisation) is forwarded to you for your information.
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  • Depending on the complexity of the matter, information provided and response times from the parties, the time taken to investigate a complaint can vary. However, it would not be unreasonable to expect that the time period for investigation of your complaint may be between 4 - 6 weeks.
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  • The investigation and assessment of your complaint is made in an objective and impartial manner in accordance with the Institute’s complaint process.
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  • Depending on the outcome of the Institute’s investigation, the result may be that the member is referred to the Institute’s Professional Conduct Tribunal for disciplinary action. However, not all matters will result in disciplinary action.
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  • Please note: An investigation and /or disciplinary action will be suspended if a court, statutory or regulatory body or other tribunal are dealing with the matter. Upon final conclusion of their processes (including all appeals and re-hearings), the Institute’s process will recommence).
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  • If you have reasonable bona fide grounds to be dissatisfied with the assessment of your complaint by the Professional Conduct Consultant, you may write to the Manager of the Professional Conduct Section.
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# Please state in your complaint that you authorise the Institute to forward the complaint to the member. Your complaint cannot proceed without this authority. 
 
The attached flowchart also provides an overview of the process.