We may decide that there is potential to resolve a complaint by transferring it to Ahpra or an accreditation organisation
The transfer process
There are four main steps in the transfer process.
We contact the complainant to explain why we believe the best way to address their concerns quickly and effectively is to transfer the complaint to Ahpra or the relevant accreditation organisation. We will then request their consent (either written or over the phone) to transfer the complaint.
If the complainant consents to the transfer, we will contact Ahpra or the accreditation organisation to transfer the complaint. The complaint remains open with our office while the organisation responds to it. Generally, the organisation has two business days after the date it receives the complaint from our office to acknowledge receipt. The organisation is required to respond in full to the complaint within 20 business days.
Once the complainant receives a response from Ahpra or the accreditation organisation, we will assess the response to ensure it is fair and reasonable. After this assessment, we may decide to:
- make further enquiries
- investigate the complaint, or
- take no further action and finalise the complaint.
We will share our assessment of the organisation’s response with the complainant and discuss the best way to finalise the complaint.