Complaints

ANPA Complaints Policy

ANPA members are expected to uphold the ANPA Code of Ethics. In addition, ANPA members are required to maintain Codes of Conduct that are State based. As an unregistered profession Naturopaths are also subject to the National Code of Conduct for health care workers.

If you have concerns about the conduct of an ANPA member, your first step is to deal directly with the practitioner. If that fails then contact the ANPA. The ANPA Complaints Committee is responsible for reviewing the complaint and making recommendations to the ANPA Committee.

How to make a complaint:

The complaint must be made in writing to the attention of the ANPA Secretary.
The written complaint may be sent via email to admin@anpa.asn.au or to the mail address:

ANPA Secretary
Suite 36
123 Camberwell Road
Hawthorn East
VIC 3123

Your complaint letter must include the following:

  • your name and address
  • the name of the ANPA practitioner, date and location the event referred to in the complaint took place
  • details of the issue you are lodging a complaint about.

When to lodge your complaint:

The complaint must be lodged within six weeks of the event. The ANPA may choose not to investigate an event if it is lodged after this time.

Complaints that will not be investigated:

The ANPA will not investigate informal complaints or complaints that are of a vexatious or not made in good faith. An ANPA member who is affected by a vexatious or a complaint not made in good faith may choose to take independent legal action against the complainant.

The ANPA Complaints Committee investigates formal complaints. Specific recommendations are made to the ANPA Committee in regards any disciplinary action. The ANPA Committee is responsible for ensuring a proper and fair investigation is carried out.

Once the ANPA receives your written complaint you will be acknowledged with a written letter from the ANPA.
This letter will advise you that the ANPA will investigate the matter. The ANPA will also advise you of the expected timeframe for the complaint to be responded to.

If the ANPA Complaints Committee deems you have a valid complaint:

  • the ANPA will acknowledge that a breach of conduct has occurred
  • make an apology for the impact of the breach
  • counsel the ANPA member
  • consider a suspension of the member
  • refer the complaint to other official channels for complaints such as Health Complaints Commissioners office or the police.

Other complaints mechanisms

Each State and Territory has its own Health Complaints Commissioner with legal authority to investigate consumer complaints against health care practitioners. You may choose to lodge your complaint with one of these complaints authorities.

ACT
The ACT Human Rights Commission
www.hrc.act.gov.au/health
Tel: 02 6205 2222

NSW
The Health Care Complaints Commission
www.hccc.nsw.gov.au
Tel: 02 9219 7444
1 800 043 159

Northern Territory
Health and Community Services Complaints Commission
www.hcscc.nt.gov.au
Tel: 08 8999 1969
1 800 043 159

Queensland
Office of the Health Ombudsman
www.oho.qld.gov.au
Tel: 133 646

South Australia
Health and Community Services Complaints Commissioner
www.hcscc.sa.gov.au/making-a-complaint
Tel: 08 8226 8666
1 800 232 007

Tasmania
Health Complaints Commissioner
www.healthcomplaints.tas.gov.au
Tel: 1 800 001 170

Western Australia
Health and Disability Services Complaints Office
www.hadsco.wa.gov.au/home
Tel: 08 6551 7600
1 800 813 583

Victoria
Office of the Health Complaints Commissioner
www.health.vic.gov.au/hsc
Tel: 03 8601 5200
1 800 136 066

Health Complaints Act 2016. As at April 2016 (implemented 1 Feb 2017) per Victorian Legislation.

The fact-sheet and summary include information on the new powers of the Health Complaints Commissioner, which affects public and private alcohol and other drug service providers, including registered, unregistered and individual practitioners.

In April 2016, the Victorian Parliament passed the Health Complaints Act 2016 (the Act). Under the new legislation, the existing Health Services Commissioner will be replaced by a new watchdog, the Health Complaints Commissioner. The new Commissioner will have greater power to take action against dangerous and unethical health providers who are not registered under national health practitioner regulation law. In a major change, the Act will allow anyone to make a complaint, rather than just the person who received the health service. The Commissioner will also have the power to investigate a matter that could have been the subject of a complaint even when no complaint is lodged, for example, if the media have uncovered a provider making false or harmful claims.