COMPLAINTS

Who may lodge a complaint?
Any person may make a complaint regarding the professional practice of a registered physiotherapist.

How is a complaint made?
Complaints must be made in writing and contain the following information:

• Particulars of the matter complained of;

• The name of the registered physiotherapist against whom the complaint is being made;

• The name of the person making the complaint.

The written complaint may be lodged either with the Registrar of the Board or with the Health Complaints Commissioner.

All complaints regarding the professional conduct of registered Physiotherapists are referred to the Registration Board for investigation. The outcome of the Board's investigation of the matter is provided to the Health Complaints Commissioner who may require further action.

Complaints which are of a commercial nature e.g. concerns regarding pricing, should be referred to the Health Complaints Commissioner in the first instance and may be dealt with directly by the Health Complaints Commission.


How does the Physiotherapists Registration Board deal with complaints?
On receipt of a formal written complaint regarding the professional practice of a registered physiotherapist, the following actions may be taken by the Board:

• Dismiss the complaint if it is considered to be frivolous or vexatious.
• In matters where the complaint is considered to be not sufficiently serious to warrant the appointment of an investigation committee, the Board may require further information from the registered practitioner and may deal with the matter immediately.
• Appoint an investigation committee to investigate the matter which may involve further information being obtained from the complainant and questioning of the registered practitioner.

An investigation committee is required to provide a report to the Board which must then consider the matter and may take the following actions:

• Remove the practitioner's name from the register,
• Suspend the practitioner for a period not exceeding twelve months
• Impose a fine on the practitioner
• Impose a condition on the practitioner's registration
• Caution or reprimand the practitioner
• Dismiss the complaint.

The procedures to be followed by the Board are set out in Division 4 of the Physiotherapist Registration Act 1999. Part 5 of the Act outlines the appeal mechanisms against decisions of the Board.

If you wish to make a complaint about the professional practice of a Physiotherapist you should contact the Registrar.

Download the Complaints Brochure here.