What can I complain about?
The Hearing Professional Conduct and Complaints Body (HPCCB) handles complaints regarding hearing services, including tinnitus management, provided by audiologists and audiometrists who are members of Audiology Australia (AudA) and the Australian College of Audiology (ACAud) Inc. HAASA.
The Code of Conduct for audiologists and audiometrists sets the professional and ethical standards that members of AudA and ACAud Inc. HAASA must meet.
Complaints about financial matters
Regardless of the outcome of a complaint, the HPCCB cannot compel members to provide a refund, compensation, or alter their fees. The HPCCB can only recommend the sanctions outlined in section 6.1.1 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 your state/territory consumer ombudsman. If your 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 HPCCB 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 Inc. HAASA,
- 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 Inc. HAASA,
- understanding your options, and
- forwarding your complaint to relevant entities.
You can contact the Ethics Officer at [email protected] or 0475 245 635.
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 protected] (preferred method).
If you do not have access to email, you can post the form to:
Ethics Officer
PO Box 370
Monbulk
Victoria 3793
If you have questions or any difficulties completing the Complaints Form you can contact the Ethics Officer at [email protected] or 0475 245 635.
What happens once I have made a complaint?
The HPCCB must handle complaints according to the Complaints Management and Resolution Procedure.
Wherever possible, the Ethics Officer handles complaints informally through dialogue between the complainant, respondent and any other involved parties, with input from the HPCCB Board when needed. However, it may be necessary for the HPCCB to proceed with mediation or a formal investigation and hearing according to the Complaints Management and Resolution Procedure. The HPCCB Board may then make recommendations to the AudA or ACAud Inc. HAASA Board regarding any appropriate sanctions.
