What can I complain about?
The Ethics Review Committee (ERC) handles complaints regarding hearing services provided by audiologists and audiometrists who are members of Audiology Australia (AudA) or the Australian College of Audiology (ACAud).
The Code of Conduct for audiologists and audiometrists sets the professional and ethical standards that members must meet.
Complaints about financial matters
Regardless of the outcome of a complaint, the Ethics Review Committee cannot compel members to provide a refund, compensation, or alter their fees. The Ethics Review Committee can only recommend the sanctions outlined in section 18.104.22.168 on page 18 of the Complaints Management and Resolution Procedure. If you would like to make a complaint relating to financial matters, you may want to consider contacting the Australian Competition and Consumer Commission. If you complaint relates to financial issues with hearing services subsidised under the Australian Government’s Hearing Services Program (HSP) (including the Voucher scheme for pension card holders), the ERC can assist you with forwarding your complaint to the HSP.
Can I get help with making a complaint?
The Ethics Officer can assist you with:
- understanding the Code of Conduct,
- finding out if the person who provided hearing services to you is a member of AudA or ACAud,
- assisting you with making a complaint to the correct body if the person who provided hearing services to you is not a member of AudA or ACAud,
- understanding your options, and
- forwarding your complaint to relevant entities.
You can contact the Ethics Officer at firstname.lastname@example.org or (03) 9940 3911.
How do I make a complaint?
You make a complaint by reading and completing this Complaints Form (click here to download).
The completed Complaints Form can be emailed to the Ethics Officer at email@example.com.
If you have questions or any difficulties completing the Complaints Form you can contact the Ethics Officer at firstname.lastname@example.org or (03) 9940 3911.
What happens once I have made a complaint?
The Ethics Review Committee (ERC) is responsible for handling complaints against members of AudA and ACAud according to the Complaints Management and Resolution Procedure.
Wherever possible, the ERC handles complaints informally through a dialogue between the complainant, respondent and any other involved parties.
In some cases it is necessary for the ERC to proceed with a formal investigation and hearing according to the Complaints Management and Resolution Procedure. The ERC then makes recommendations to the Boards of AudA and ACAud regarding any appropriate sanctions.