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Making a complaint about a dietitian | Dietitians Australia

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id="block-diet-aus-theme-breadcrumbs" class="block block-system block-system-breadcrumb-block"> <div class="content"> <nav role="navigation" aria-label="breadcrumb"> <ol class="breadcrumb fs-4"> <li class="breadcrumb-item"> <a href="/working-nutrition-and-dietetics-australia" class="link-light text-decoration-none">Working in nutrition and dietetics in Australia</a> </li> <li class="breadcrumb-item"> <a href="/working-dietetics/professional-standards-and-scope-practice" class="link-light text-decoration-none">Professional standards and scope of practice</a> </li> </ol> </nav> </div> </div> <div id="block-diet-aus-theme-page-title" class="block block-core block-page-title-block"> <div class="content"> <h1 class="page-title"><span class="field field--name-title field--type-string field--label-hidden">Making a complaint about a dietitian</span> </h1> </div> </div> <div class="views-element-container block block-views block-views-blockcontextual-banner" id="block-contextual-banner"> <div class="content"> <div><div class="container view view-contextual view-id-contextual view-display-id-banner js-view-dom-id-b6d8270731858ae3777a5d13081452931cf37975633bc3e6d9239e7a6632ae12"> <div class="view-content row"> <div> <span data-src="/sites/default/files/styles/banner/public/2021-12/Banner-complaintsandfeedback.jpg?itok=Yb8Wwq2c " class="banner-path hidden"></span> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div class="featured-top position-relative "> <aside class="featured-top__inner section container clearfix" role="complementary"> <section class="row region region-featured-top"> <div data-drupal-messages-fallback class="hidden"></div> </section> </aside> </div> <div id="main-wrapper" class="layout-main-wrapper clearfix position-relative pb-4 pt-6"> <div id="main" class="container"> <div class="row row-offcanvas row-offcanvas-left clearfix"> <main class="main-content col" id="content" role="main"> <section class="section"> <a id="main-content" tabindex="-1"></a> <div id="block-diet-aus-theme-content" class="block block-system block-system-main-block"> <div class="content"> <article class="node node--type-page node--view-mode-full clearfix"> <header> </header> <div class="node__content clearfix"> <div class="mb-5 me-md-8 me-lg-10"><blockquote><p>All dietitians should deliver safe, effective, and evidence-based services. </p> </blockquote> <p>You can make a complaint to the <a data-entity-substitution="canonical" data-entity-type="node" data-entity-uuid="1fbd4575-4a56-40f5-9f87-49278e351f32" href="/node/404">Dietitian and Nutritionist Regulatory Council (DNRC)</a> if you're worried about the conduct of: </p> <ul> <li>an Accredited Practising Dietitian (APD) </li> <li>a member of Dietitians Australia. </li> </ul> <p>We cannot process complaints about all dietitians and situations. Follow our checklist before making a complaint.</p> </div> <div class="copy mb-5 me-md-8 me-lg-6"> <h2>The Dietitian and Nutritionist Regulatory Council (DNRC) </h2> <p>The DNRC<strong> </strong>is an independent council of Dietitians Australia. It oversees complaints submitted to Dietitians Australia.  </p> <p>The DNRC can accept complaints for: </p> <ul> <li>dietitians who hold the Accredited Practising Dietitian (APD) credential  </li> <li>members of Dietitians Australia who are not APDs.</li> </ul> </div> <div class="copy mb-5 me-md-8 me-lg-6"> <h2>Code of Conduct </h2> <p><a data-entity-substitution="canonical" data-entity-type="node" data-entity-uuid="1297c7be-ae3c-4ede-bacf-6ebf928db159" href="/node/140">The Code of Conduct for dietitians and nutritionists</a> sets out the legal requirements, professional behaviour and conduct expectations for dietitians and nutritionists in all Australian settings. </p> <p>Complaints submitted to us must involve a breach of the Code to proceed through the complaints process.</p> </div> <div class="copy mb-5 me-md-8 me-lg-6"> <h2><a>Checklist for making a complaint </a></h2> <p>We cannot process complaints about all dietitians and situations. Consider the following before submitting a complaint to us: </p> <ul> <li>who is the complaint about? </li> <li>does it involve a breach of the Code of Conduct? </li> <li>types of complaints we cannot investigate </li> <li>other ways to resolve your concerns.</li> </ul> </div> <div class="accordion mb-5" id="accordion-1509"> <div class="accordion-item"> <div class="accordion-header h4" id="heading-1505"> <button class="accordion-button collapsed" type="button" data-bs-toggle="collapse" data-bs-target="#collapse-1505" aria-expanded="false" aria-controls="collapse-1505"> Who is the complaint about?  </button> </div> <div id="collapse-1505" class="accordion-collapse collapse collapsed" aria-labelledby="heading-1505" data-bs-parent="#accordion-1509"> <div class="accordion-body"> <p>Before submitting a complaint to us you need to confirm if the dietitian is an APD or a Dietitians Australia member. </p> <h5><strong>APDs</strong> </h5> <p>To confirm if the dietitian you’re seeing is a current or active APD search the <a href="https://member.dietitiansaustralia.org.au/registerofAPD" target="_blank">Register of Accredited Practising Dietitians</a>. </p> <h5><strong>Member of Dietitians Australia </strong> </h5> <p>To confirm the dietitian is a member of Dietitians Australia, contact us at <a href="mailto:credentialing@dietitiansaustralia.org.au" target="_blank">credentialing@dietitiansaustralia.org.au</a>  </p> <h5><strong>Other dietitians and health professionals</strong> </h5> <p>If they’re not an APD or a member, your complaint will need to be referred to the relevant authority. You may contact: </p> <ul> <li>their registration body, for example, the Australian Health Practitioner Regulation Agency (AHPRA)  </li> <li><a>the relevant state and territory health complaints </a>body:  <ul> <li>ACT - <a href="http://hrc.act.gov.au/health/" target="_blank">Health Services Commissioner </a>  </li> <li>NSW - <a href="http://www.hccc.nsw.gov.au/" target="_blank">Health Care Complaints Commission</a>  </li> <li>NT - <a href="https://www.hcscc.nt.gov.au/" target="_blank">Health and Community Services Complaints Commission</a>  </li> <li>QLD - <a href="https://www.oho.qld.gov.au/" target="_blank">Office of the Health Ombudsman</a>  </li> <li>SA - <a href="http://www.hcscc.sa.gov.au/" target="_blank">Health and Community Services Complaints Commissioner</a>  </li> <li>TAS - <a href="https://www.healthcomplaints.tas.gov.au/" target="_blank">Health Complaints Commissioner</a>  </li> <li>VIC - <a href="https://hcc.vic.gov.au/" target="_blank">Health Complaints Commissioner</a>  </li> <li>WA - <a href="https://www.hadsco.wa.gov.au/home/" target="_blank">Health and Disability Services Complaints Office</a>  </li> </ul> </li> </ul> </div> </div> </div> <div class="accordion-item"> <div class="accordion-header h4" id="heading-1506"> <button class="accordion-button collapsed" type="button" data-bs-toggle="collapse" data-bs-target="#collapse-1506" aria-expanded="false" aria-controls="collapse-1506"> Does it involve a breach of the Code of Conduct?  </button> </div> <div id="collapse-1506" class="accordion-collapse collapse collapsed" aria-labelledby="heading-1506" data-bs-parent="#accordion-1509"> <div class="accordion-body"> <p>We can only process complaints that involve a breach of the Code of Conduct for dietitians and nutritionists.  </p> <p><a data-entity-substitution="canonical" data-entity-type="node" data-entity-uuid="1297c7be-ae3c-4ede-bacf-6ebf928db159" href="/node/140">Review the Code before submitting your complaint.</a> This will help you write your complaint. </p> </div> </div> </div> <div class="accordion-item"> <div class="accordion-header h4" id="heading-1507"> <button class="accordion-button collapsed" type="button" data-bs-toggle="collapse" data-bs-target="#collapse-1507" aria-expanded="false" aria-controls="collapse-1507"> Types of complaints we cannot investigate </button> </div> <div id="collapse-1507" class="accordion-collapse collapse collapsed" aria-labelledby="heading-1507" data-bs-parent="#accordion-1509"> <div class="accordion-body"> <p>The types of complaints we cannot help with: </p> <ul> <li>contracts of employment/engagement. These can be directed to <a href="https://www.fairwork.gov.au/about-us/our-role-and-purpose" target="_blank">fairwork.gov.au</a>  </li> <li>costs and/or fees for dietetic services  </li> <li>an APD where civil proceedings are required and/or in motion   </li> <li>a person claiming to be a dietitian but is not an APD </li> <li>another health professional who is not an APD </li> <li>if your concern relates to the following outcomes:   <ul> <li>seeking an apology  </li> <li>requiring an explanation  </li> <li>refund or compensation  </li> <li>health record access or requests for amendments  </li> <li>policy changes that affect practice. </li> </ul> </li> </ul> <p>Contact your state or territory health complaints body for help directing your complaint to the appropriate authority. Contacts are listed above, under 'who is the complaint about'.</p> </div> </div> </div> <div class="accordion-item"> <div class="accordion-header h4" id="heading-1508"> <button class="accordion-button collapsed" type="button" data-bs-toggle="collapse" data-bs-target="#collapse-1508" aria-expanded="false" aria-controls="collapse-1508"> Other ways to resolve your concerns </button> </div> <div id="collapse-1508" class="accordion-collapse collapse collapsed" aria-labelledby="heading-1508" data-bs-parent="#accordion-1509"> <div class="accordion-body"> <p>Misunderstandings can sometimes occur. There may be other ways to resolve your concerns before making a complaint. </p> <p>Before submitting your complaint, have you considered: </p> <ul> <li>speaking with or writing a letter to the dietitian </li> <li>speaking with or writing a letter to the dietitian’s employer/workplace supervisor  </li> <li>using the formal complaints process of the dietitian's employer  </li> <li>lodging a complaint with the healthcare complaints body in your state or territory </li> </ul> </div> </div> </div> </div> <div class="copy mb-5 me-md-8 me-lg-6"> <h2>How to make a complaint  </h2> <p>To submit a complaint, follow the below steps. The complaints process is detailed in our <a href="https://dietitiansaustralia.org.au/about-us/corporate-documents/complaints-and-disciplinary-procedures-law" target="_blank">Complaints and Disciplinary Procedures By-Law</a>.</p> </div> <div class="steps mb-5" id="steps-658"> <div class="step"> <div class="h6 mb-4">Step 1</div> <div class="h4 position-relative align-items-lg-center d-flex flex-column flex-lg-row mb-0"> <div class="flex-lg-grow-1"> Read our checklist </div> <div class="flex-lg-shrink-0"> <button class="btn btn-step px-0 collapsed stretched-link" type="button" data-bs-toggle="collapse" data-bs-target="#step-655" aria-expanded="false" aria-controls="step-655">Show step 1</button> </div> </div> <div id="step-655" class="mt-4 step-collapse collapse" data-bs-parent="#steps-658"> <div class="step-copy me-md-7 me-lg-10 me-xl-9"><p>Before submitting your complaint, <a data-entity-substitution="canonical" data-entity-type="node" data-entity-uuid="86143f54-294a-4579-a4ba-cc9220babda9" href="/node/30#Checklist">read our checklist for making a complaint</a>. This will help confirm your complaint is able to be processed by us.  </p> <p>This includes reading the Code of Conduct for dietitians and nutritionists.</p> </div> <div class="accordion" id="accordion-655"></div> </div> </div> <div class="step"> <div class="h6 mb-4">Step 2</div> <div class="h4 position-relative align-items-lg-center d-flex flex-column flex-lg-row mb-0"> <div class="flex-lg-grow-1"> Complete the complaint form </div> <div class="flex-lg-shrink-0"> <button class="btn btn-step px-0 collapsed stretched-link" type="button" data-bs-toggle="collapse" data-bs-target="#step-656" aria-expanded="false" aria-controls="step-656">Show step 2</button> </div> </div> <div id="step-656" class="mt-4 step-collapse collapse" data-bs-parent="#steps-658"> <div class="step-copy me-md-7 me-lg-10 me-xl-9"><p>Download and complete the complaints form.</p> <p><a class="btn btn-outline-primary" data-entity-substitution="media" data-entity-type="media" data-entity-uuid="6d63785b-f392-4712-983f-347c94dc159e" href="/media/458">Download complaint form (PDF)</a></p> <p><a class="btn btn-outline-primary" data-entity-substitution="media" data-entity-type="media" data-entity-uuid="24108c60-32fe-496b-a0cc-6660a5698b22" href="/media/469">Download complaint form (DOCX)</a></p> <p>If you need help completing the form, you can contact us at 02 6189 1200 or <a href="mailto:credentialing@dietitiansaustralia.org.au" target="_blank">credentialing@dietitiansaustralia.org.au</a></p> </div> <div class="accordion" id="accordion-656"></div> </div> </div> <div class="step"> <div class="h6 mb-4">Step 3</div> <div class="h4 position-relative align-items-lg-center d-flex flex-column flex-lg-row mb-0"> <div class="flex-lg-grow-1"> Submit the form </div> <div class="flex-lg-shrink-0"> <button class="btn btn-step px-0 collapsed stretched-link" type="button" data-bs-toggle="collapse" data-bs-target="#step-657" aria-expanded="false" aria-controls="step-657">Show step 3</button> </div> </div> <div id="step-657" class="mt-4 step-collapse collapse" data-bs-parent="#steps-658"> <div class="step-copy me-md-7 me-lg-10 me-xl-9"><p>Email your completed form to <a href="mailto:credentialing@dietitiansaustralia.org.au">credentialing@dietitiansaustralia.org.au</a> or post it to:</p> <p>Private and Confidential  <br /> Credentialing  <br /> Dietitians Australia  <br /> PO Box 2087  <br /> WODEN ACT 2606  </p> <p>You will receive acknowledgment of your complaint within 7 business days.</p> </div> <div class="accordion" id="accordion-657"></div> </div> </div> </div> <div class="copy mb-5 me-md-8 me-lg-6"> <h2>Complaints process and outcome</h2> <p>Your complaint will be treated seriously and confidentially, in line with the By-Law Complaints and Disciplinary Procedures.</p> <p>Where needed, the complaint can be remediated through:</p> <ul> <li>education</li> <li>extra mentoring</li> <li>peer support</li> <li>other practice guidance</li> </ul> <p>Suspension or expulsion is only considered if remediation is insufficient or the practitioner is unwilling to accept or participate in the process. <a data-entity-substitution="canonical" data-entity-type="node" data-entity-uuid="3f2f4651-184c-4384-b12e-e463bcbeffc8" href="/node/143">Expelled and suspended members </a>are listed publicly on our website.</p> <p>For more information read our <a href="https://dietitiansaustralia.org.au/about-us/corporate-documents/complaints-and-disciplinary-procedures-law" target="_blank">Complaints and Disciplinary Procedures By-Law</a>.</p> </div> <div class="copy mb-5 me-md-8 me-lg-6"> <h2>Get in touch</h2> <p>If you have questions about our complaints process, contact us at <a href="mailto:credentialing@dietitiansaustralia.org.au">credentialing@dietitiansaustralia.org.au</a></p> </div> <div class="landing container my-6 px-0 px-sm-8"> <div class="row row-cols-1 g-3 mb-3 landing-style-1 row-cols-lg-3 g-md-3 mb-md-3 mx-sm-n4"> <div class="col"> <div class="card h-100"> <div class="card-body row row-cols-1"> <div class="h4 card-title col"><a href="/working-dietetics/standards-and-scope/expelled-or-suspended-members" class="stretched-link text-decoration-none">Expelled or suspended members</a></div> <div class="card-text col"> Expelled and suspended members and Accredited Practising Dietitians (APDs) for disciplinary reasons. </div> </div> </div> </div> <div class="col"> <div class="card h-100"> <div class="card-body row row-cols-1"> <div class="h4 card-title col"><a href="/working-dietetics/professional-standards-and-scope-practice" class="stretched-link text-decoration-none">Professional standards and scope of practice</a></div> <div class="card-text col"> Our professional standards and scope of work for dietitians working in Australia. 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