ComplaintsABA Australia is committed to maintaining high standards of professional conduct and ethical practice. We take all complaints seriously and have established a fair and transparent process for handling concerns. Anyone can make a complaint, and all complaints are managed with confidentiality and care by our dedicated Complaints Committee. Complaints CommitteeThe ABA Australia Complaints Committee is responsible for reviewing and managing complaints in accordance with the Complaints Policy. Hayley Coles Rachel Heidrich Name to be announced Name to be announced Expression of Interest — Complaints CommitteeABA Australia is seeking Expressions of Interest from anyone interested in contributing to a Complaints Committee, including certificants, members, non-members, members of the public, consumers of ABA services, parents or carers of consumers and others with an interest in supporting fair and impartial complaints processes. Individuals do not need to hold ABA Australia certification or membership to express their interest. If you know someone in your network who you believe would be suitable, please share this opportunity with them and encourage them to complete the Expression of Interest form. Successful applicants may be called upon to participate on a Complaints Committee as needed. Expression of Interest FormWhat Complaints Can Be Made?Complaints can be made for the following matters: Regulatory Conduct ComplaintsA complaint that a CBA or CBA-U certificant has failed to meet a standard set by the ABA Australia Code of Ethics or other regulatory standards. Membership Conduct ComplaintsA complaint that a member has not met a standard set by ABA Australia's Code of Conduct or other regulatory standards. Organisational & Service ComplaintsA complaint about ABA Australia itself, including staff, volunteers, administration, certification and membership services, committee or Board processes, or the way a complaint has been handled. Matters ABA Australia Cannot Deal WithABA Australia cannot deal with complaints about a person who did not hold active certification or membership at the time of the conduct complained about. Complaints ProcessAs per the Complaints Policy, a complaint generally moves through the following stages: 01
Acknowledge the complaint
02
Complete the initial assessment
03
Notify the Respondent
04
Receive the Respondent's written response
05
Complete the investigation
06
Give notice of the hearing
07
Hold the hearing
08
Make the determination
09
Notify both parties in writing
10
Request a review
11
Appoint the Review Panel
12
Complete the review
Independent Review: If requested, a review by an independent Review Panel can occur. Please refer to the Complaints Policy for full details on each stage. Frequently Asked Questions
Anyone can make a complaint to ABA Australia. There are no restrictions on who may submit a complaint — this includes clients, family members, colleagues, other professionals, or any member of the public who has a concern.
ABA Australia can deal with three categories of complaint: (1) Regulatory Conduct Complaints — a complaint that a CBA or CBA-U certificant has failed to meet a standard set by the ABA Australia Code of Ethics or other regulatory standards; (2) Membership Conduct Complaints — a complaint that a member has not met a standard set by ABA Australia's Code of Conduct or other regulatory standards; and (3) Organisational and Service Complaints — a complaint about ABA Australia itself, including staff, volunteers, administration, certification and membership services, committee or Board processes, or the way a complaint has been handled.
Complaints can be made by completing the ABA Australia Complaints Form or the ABA Australia Anonymous Complaints Form. Your completed form should be emailed to complaints@auaba.com.au. You may also attach any relevant supporting documentation.
Yes. ABA Australia accepts anonymous complaints via the ABA Australia Anonymous Complaints Form. Please note that anonymous complaints may be more difficult to investigate thoroughly, as we may not be able to follow up for additional information. Where possible, providing contact details helps ensure a more complete investigation.
Yes. A complaint may be withdrawn at any time. To withdraw a complaint, notify ABA Australia in writing at complaints@auaba.com.au.
The ABA Australia Complaints Committee will acknowledge receipt of your complaint within 7 business days of receiving it.
Your complaint will be reviewed and managed in accordance with the ABA Australia Complaints Policy. Both the complainant and the subject of the complaint will be kept informed throughout the process. The Complaints Committee may contact you to request additional information.
Yes. All complaints are handled in strict confidence. ABA Australia takes the privacy of all parties seriously throughout the complaints process.
Outcomes will depend on the nature and findings of the complaint. Possible outcomes include: dismissal of the complaint if no breach is found, remedial or educational requirements, a formal reprimand, conditions on membership or certification, suspension, or revocation of membership or certification. For organisational complaints, outcomes may include changes to policies, procedures, or service delivery.
Important NotesABA Australia cannot deal with complaints about a person who did not hold active certification or membership at the time of the conduct complained about. If this is the case, the Complaints Committee will advise the complainant that it cannot deal with the matter and will direct them to a body that may be able to assist. If a matter falls outside our jurisdiction, we will provide information about other relevant organisations, such as the NDIS Quality and Safeguards Commission. All complaints are handled in strict confidence. If you are unsure whether your concern falls under our jurisdiction, we encourage you to contact us at complaints@auaba.com.au for guidance before submitting a complaint. Helpful ResourcesThe following documents may assist you in understanding ABA Australia's standards and complaints process. Complaints PolicyABA Australia's full Complaints Policy outlining procedures, timeframes, and responsibilities for managing complaints. Certification GuidelinesThe Guidelines governing ABA Australia certification, including standards and obligations for CBA and CBA-U certificants. Membership By-LawsThe By-Laws outlining the rights, responsibilities, and standards expected of ABA Australia members. Code of Ethical PracticeThe ABA Australia Code of Ethical Practice setting out the ethical standards required of certificants. Member Code of ConductThe ABA Australia Member Code of Conduct establishing standards of professional behaviour for all members. Ready to File a Complaint?Complete the ABA Australia Complaints Form or Anonymous Complaints Form and email it to complaints@auaba.com.au. You can also contact us if you have questions about the process.
complaints@auaba.com.au
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