Complaints

Complaints - ABA Australia

ABA Australia is committed to protecting the public and maintaining high standards of ethical and professional practice. We take complaints seriously and provide a fair, transparent and accessible process for concerns about certified practitioners, members, and ABA Australia itself.

Complaints Policy

Our Complaints Process

Submit Your Complaint

Complete the ABA Australia Complaint Form or Anonymous Complaint Form and provide as much relevant information as possible. Complaints should be emailed to admin@auaba.com.au.

Initial Assessment

The Complaints Committee assesses the complaint to determine whether it falls within ABA Australia’s jurisdiction, whether there is enough information to proceed, whether there are any immediate risks, and the most appropriate way to manage the matter.

Investigation

Where a complaint proceeds to investigation, an Investigator gathers relevant information. The Respondent is notified of the allegations and is given a reasonable opportunity to respond and provide relevant material.

Hearing & Outcome

Where required, the complaint is considered by a Hearing Panel that is separate from the Investigator. The Panel determines whether the allegations are substantiated and provides written reasons for its decision.

Fair process: Decisions are based on the evidence and both procedural fairness and conflict-of-interest requirements apply.
Proportionate outcomes: Outcomes may include education, supervision, conditions, suspension or termination of certification.
Membership matters: Where a membership sanction is warranted, the matter is referred to the Board in accordance with the Constitution.

Frequently Asked Questions

Anyone may make a complaint. This includes a client or former client, family member or carer, colleague, employer, member of the public, ABA Australia member, staff member or volunteer, or another organisation or regulator. A person may also be supported or represented by an advocate, family member, legal representative or another appropriate person.

ABA Australia can deal with regulatory conduct complaints about certified practitioners, membership conduct matters where an obligation arises from membership, and organisational or service complaints about ABA Australia itself. Regulatory conduct complaints may concern the Code of Ethical Practice, Professional Competency Standards, Scope of Practice, Mandatory Declarations, Continuing Professional Development, Supervision Standards, or other requirements of ABA Australia certification.

Timeframes vary depending on the complexity and risk involved. ABA Australia’s Complaints Policy contains target timeframes for each stage, including acknowledgement, initial assessment, investigation, hearing and review. These are targets rather than guarantees. Where a stage will take longer, ABA Australia will advise the parties, explain the reason for the delay and provide a revised expected timeframe.

A complaint does not itself establish misconduct. The practitioner is notified of the allegations and given an opportunity to respond. Where there is an immediate identified risk to public safety, ABA Australia may take proportionate interim action while the complaint is being dealt with. Interim action is not a finding of misconduct and must be reviewed regularly.

Yes. ABA Australia accepts anonymous complaints and will investigate where there is sufficient information to do so. However, anonymity can limit the ability to gather information or reach a finding. Procedural fairness also requires a Respondent to receive enough information about an allegation to answer it, which may sometimes make a complainant’s identity apparent.

Please explain what happened, when it happened, who the complaint concerns and what outcome you are seeking. Include any supporting material that may assist, such as relevant correspondence, records or other documentation. If you need help making a complaint or participating in the process, ABA Australia can provide reasonable adjustments.

ABA Australia will protect a complainant’s identity where this is practical and appropriate. However, procedural fairness requires that a Respondent be given enough detail about the allegations to answer them. In some circumstances this may make the identity of the complainant apparent. ABA Australia cannot guarantee anonymity where disclosure is required by law.

A complaint may be not substantiated, partly substantiated, substantiated, or resolved by agreement. Where a complaint is substantiated, outcomes may include a formal warning or reprimand, specified education or continuing professional development, supervision or mentoring, conditions on certification, suspension of certification, or termination of certification. Where a membership sanction may also be warranted, the Complaints Committee refers the matter to the Board.

A Respondent against whom an adverse finding is made may request a review on the grounds set out in the Complaints Policy. The request must ordinarily be made within 14 business days of being notified of the determination. A complainant may ask ABA Australia to review whether the complaints process was properly followed, but does not have a right to seek review of the Hearing Panel’s findings on the merits.

Information obtained during the complaints process is handled confidentially and in accordance with applicable privacy requirements. Parties are encouraged to maintain appropriate confidentiality while a complaint is being dealt with. This does not prevent a person from obtaining legal advice, advocacy, professional or personal support, or communicating with a regulator, law enforcement agency or other appropriate authority. Certain certification outcomes may be published where necessary to protect the public.

Important Notes

ABA Australia may investigate conduct that occurred while a person was an ABA Australia member or certified practitioner. Resignation, non-renewal or lapse of membership or certification does not prevent ABA Australia from continuing to assess, investigate or determine a complaint about conduct that occurred while ABA Australia had jurisdiction.

ABA Australia does not determine criminal guilt, civil liability or purely commercial or employment disputes where no professional conduct issue arises. Where a matter is outside ABA Australia’s jurisdiction, we will, where appropriate, identify another relevant regulator or authority that may be able to assist.

ABA Australia is committed to an accessible complaints process. Reasonable adjustments may include help to make a complaint, accessible or Easy Read information, augmentative and alternative communication (AAC), interpreters or communication support, advocates or support persons, and alternative ways of providing information or participating in meetings or hearings.

If you are unsure whether your concern falls within ABA Australia’s jurisdiction, you may contact us at admin@auaba.com.au for guidance before submitting a complaint.

Ready to make a complaint? Complete the appropriate complaint form below and email it to admin@auaba.com.au. If you need assistance to make a complaint or require a reasonable adjustment, please contact us.

Complaint Form Anonymous Complaint Form

Page updated 20/03/2026

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