A complaint is an expression of concern, dissatisfaction or frustration with the quality or delivery of service, a policy or procedure, or the conduct of another person.

Complaints Process

  1. A complainant will be treated fairly.
  2. A complaint will be acknowledged promptly, assessed and assigned priority.
  3. If the complaint cannot be resolved with the 45 day time frame the complaint handling officer will provide information relating to the investigation of the complaint.
  4. Where an investigation is required it will be planned with a timeline established.
  5. The investigation will be objective, impartial and managed confidentially in accordance with privacy obligations.
  6. The investigation will aim to resolve factual issues and consider options for complaint resolution and future improvement.
  7. The response to the complaint will be timely, clear and informative.
  8. If the complainant is not satisfied with the response, internal review of the decision will be offered and information about external review options provided.

How to make a complaint

A complaint or any feedback can be made:

Please provide specific details of the incident, conduct or behaviour giving rise to the complaint.

I aim to resolve most issues at the point of contact.

I aim to resolve complaints within 14 days, or if this is not possible, to advise you of a time frame for resolution before 14 days is up.

AAMT Complaints

Under Clause 6.11, 6.12, and 6.13 of the AAMT’s Constitution, the AAMT Board may provide discipline if the Code of Ethics and Standards of Practice are breached by a member, or if a member is otherwise engaged in unbecoming conduct.

Complaints must be made on the complaints form and should be directed to:

The Chief Executive Officer
Massage & Myotherapy Australia
Level 8, 53 Queen Street,
Melbourne, Victoria 3000
1300 138 872

National Health Practitioner Ombudsman

A National Health Practitioner Ombudsman has been established to receive complaints and help people who believe they may have been treated unfairly in administrative processes by the national agencies within the National Scheme.

Complaints can be made directly to the National Health Practitioners Ombudsman. However, the Ombudsman may refer complaints to the Australian Health Practitioner Regulation Agency (AHPRA) or the National Boards to manage the complaint in accordance with this policy and procedure. If no resolution is achieved, or if a person has concerns with the handling of the complaint, the National Health Practitioner Ombudsman may conduct an independent review of the complaint and its management.

Contact details for the Office of the National Health Practitioners Ombudsman

Name: Office of the National Health Practitioner Ombudsman and Privacy Commissioner
Address: 50 Lonsdale Street, Melbourne, VIC 3000
Telephone: 1300 795 265