FORMAL COMPLAINT POLICY
Members of Massage Association of Australia (MAA) are required to act in accordance with the Association’s Constitution, Code of Conduct and the National Code of Conduct for Health Care Workers in your state or territory.
You can view the MAA Code of Conduct here.
The MAA has a formal complaints process to provide the public with a mechanism to lodge complaints and grievances against MAA practitioners. If you are not satisfied with the services provided by a MAA member, or you have concerns about the conduct or performance of a massage or manual therapist, it is your right to make a complaint.
Speaking with your therapist is often the easiest way to address your concerns. If you have spoken with your therapist, you may need to give them time to respond. If you do not feel comfortable talking with the provider directly, or you have done this and you are unsatisfied with the outcome, you may lodge a complaint with us, using this form.
MAA will not address any complaints made against one of our members that are vexatious in nature, frivolous, or where the nature of the complaint is outside of our scope to review.
All persons, including those against whom there has been an allegation reserve the right natural justice and the details of the complaint (either redacted or in its entirety) will be made available to the member.
The MAA does not have the legal power to direct a member to pay damages/compensation, alter fees, provide a health care treatment, or alter a client’s treatment or other records.
If this constitutes a crime (ie Assault) please contact your state police.
If this results serious injury (ie hospitalisation) and you are not able to speak to your therapist directly please contact your state health commissioner first.
How to make a formal complaint
If you want to make a formal complaint about an MAA member, you must do so by completing the MAA Member Complaint Form and return it to the MAA Executive Officer (eo@maa.org.au).
Please download and complete the MAA Member Complaint Form here.
How formal complaints are investigated
The MAA Board in conjunction with the MAA Membership Working Group investigates all formal complaints and will make decisions on any required disciplinary action. The MAA Board is responsible for ensuring a proper and fair investigation, and determining whether the complaint is to be upheld or not. The Membership Working Group responds to complaints and manages enquiries and issues about complaint-handling procedures.
If a formal complaint is upheld, the MAA may take the following actions; inform you of the outcome, depending on the nature of the complaint, either provide re-education for the MAA member involved, suspend the member involved or escalate the complaint to other official authorities including the police or the relevant Health Complaint Entity.
The following are links to the Health Complaints Entities/Commissioners in each State and Territory.
QLD - ACT - NT - NSW - TAS - SA - VIC - WA
MAA MEMBER COMPLAINT FORM