Complaints Process
At IAAMHP, we are dedicated to maintaining the highest professional and ethical standards in all aspects of our services. We recognise the importance of addressing concerns raised by members of the public and our community. If you have concerns about a mental health professional associated with our services, we offer various avenues to address the issue appropriately.
1. Internal Complaint Process
Although we are not a statutory body and do not have the authority to take legal action against any individual or professional in Australia, we encourage you to first reach out to us if you believe we may be able to assist. You can contact us directly at complaint@iaamhp.org. While we may not be able to resolve every issue, we treat all concerns with the utmost seriousness and aim to provide a fair, timely, and confidential response where appropriate.
2. Statutory Complaint Channels
If your complaint involves a serious matter or if you wish to pursue further action, you may choose to contact the relevant statutory body. Please note that each profession may be regulated by different statutory bodies:
- AHPRA (Australian Health Practitioner Regulation Agency): For complaints about registered health practitioners, including psychologists. You can contact them via their website: www.ahpra.gov.au
- HCCC (Health Care Complaints Commission – NSW): For complaints about any healthcare provider in New South Wales, including unregistered practitioners. Website: www.hccc.nsw.gov.au
- NCAT (NSW Civil and Administrative Tribunal): For legal matters or professional conduct issues that may be referred following an investigation. Website: www.ncat.nsw.gov.au
3. AHPRA–Regulated Mental Health Professionals
As part of Australia’s national registration scheme, individuals can lodge a notification (complaint) with the Australian Health Practitioner Regulation Agency (AHPRA) concerning the conduct, health, or performance of registered health practitioners such as psychiatrists, student health practitioners, registered psychologists, or student psychologists. AHPRA is authorised to investigate these notifications and works in collaboration with the respective Board of health practitioners that are part of AHPRA to manage complaints against health practitioners. Upon receiving a notification, AHPRA conducts a Preliminary Assessment to determine whether the issue will be managed by the Board or referred to the relevant health complaints entity in the appropriate state or territory.
How to raise a concern about a health practitioner: https://www.ahpra.gov.au/Notifications/Concerned-about-a-health-practitioner.aspx
How to raise a concern about a health practitioner: https://www.ahpra.gov.au/Notifications/Concerned-about-a-health-practitioner.aspx
4. Non-AHPRA and Unregulated Mental Health Professionals (Australia)
Mental health professionals who are not regulated by AHPRA (e.g., counsellors, art therapists, and other practitioners not covered by a National Board) are not governed by a statutory registration scheme. However, they are still subject to oversight by state and territory health complaints bodies, which are responsible for managing complaints and taking action if necessary.
It is the responsibility of non-regulated practitioners to conduct their services ethically, professionally, and in accordance with applicable state and territory laws. Clients and members of the public have the right to raise concerns or complaints through the appropriate statutory authority in their jurisdiction.
IAAMHP provides assistance for complaints related to non-regulated professionals. If your complaint is about a non-AHPRA professional, you may:
It is the responsibility of non-regulated practitioners to conduct their services ethically, professionally, and in accordance with applicable state and territory laws. Clients and members of the public have the right to raise concerns or complaints through the appropriate statutory authority in their jurisdiction.
IAAMHP provides assistance for complaints related to non-regulated professionals. If your complaint is about a non-AHPRA professional, you may:
- Contact IAAMHP directly at complaint@iaamhp.org for internal review and amicable dispute resolution if you believe we can help. Please be advised that we cannot compel any member to attend.
- Contact the relevant health complaints authority for your state or territory (e.g., HCCC in NSW, OHO in QLD, HCC in VIC, etc.).
5. International Practitioners
IAAMHP is an Australian-based organisation and does not have legal jurisdiction over international practitioners. However, if a complaint is raised about an international member, we will assess it under IAAMHP’s ethical code and take appropriate action within our framework, such as issuing a warning or removing the member from our directory.
Please note, IAAMHP cannot impose legal penalties or enforce compliance in any other country. Please contact us via complaint@iaamhp.org for further information.
Please note, IAAMHP cannot impose legal penalties or enforce compliance in any other country. Please contact us via complaint@iaamhp.org for further information.
6. For NSW-Based Health & Mental Health Professionals and Services
Code of Conduct – Health Organisations
Acknowledgment and source: https://www.hccc.nsw.gov.au/Health-Providers/Health-Organisations/code-of-conduct
The NSW Code of Conduct for health organisations is set out in Schedule 4 of the Public Health Regulation. The Code of Conduct for health organisations applies to bodies which provide health services, who are not health practitioners, except certain organisations such as public hospitals, aged care facilities under the Aged Care Act 1997, and licensed private health facilities (a ‘relevant’ health organisation). The Code of Conduct sets out the minimum practice and ethical standards that a relevant health organisation and its employees must comply with. The Code also informs consumers what they can expect from relevant health organisations and their employees. If an employee is a health practitioner to which the non-registered health practitioner Code of Conduct applies, the organisation must ensure its employees comply with that Code.
Consumers can lodge a complaint with the Commission if they have concerns about the conduct or services delivered by a relevant health organisation or its employees.
Acknowledgment and source: https://www.hccc.nsw.gov.au/Health-Providers/Health-Organisations/code-of-conduct
The NSW Code of Conduct for health organisations is set out in Schedule 4 of the Public Health Regulation. The Code of Conduct for health organisations applies to bodies which provide health services, who are not health practitioners, except certain organisations such as public hospitals, aged care facilities under the Aged Care Act 1997, and licensed private health facilities (a ‘relevant’ health organisation). The Code of Conduct sets out the minimum practice and ethical standards that a relevant health organisation and its employees must comply with. The Code also informs consumers what they can expect from relevant health organisations and their employees. If an employee is a health practitioner to which the non-registered health practitioner Code of Conduct applies, the organisation must ensure its employees comply with that Code.
Consumers can lodge a complaint with the Commission if they have concerns about the conduct or services delivered by a relevant health organisation or its employees.
7. IAAMHP’s Role and Limitations
As an organisation, IAAMHP provides professional membership and ethical guidelines for mental health professionals. However, we are not a government body and do not have legal authority to take action beyond our membership scope.
- We can suspend or revoke a membership for breaches of ethical conduct.
- We cannot enforce legal remedies such as fines or court orders.
- We cannot investigate criminal or civil matters beyond the scope of our members.