The purpose of this Code is to uphold the highest standards of the practice of Specialised Kinesiology in accordance with the ASKSA Constitution and Rules and Regulations, in dealing with complaints from the public.
The aim is to correct unacceptable behaviour, improper practice or transgression of ASKSA rules by any ASKSA member. Complaints will be addressed by ASKSA Regions, which will use guidelines and procedures outlined below. Their recommendations will be sent to the National Committee for a final decision on corrective action. ASKSA cannot make decisions in civil matters – these need to be resolved by appropriate court action.
Procedure to initiate a complaint
Persons considering making a complaint are advised to speak with the Complaint Officer in their ASKSA Region, who will describe the processes involved. Persons who wish to make a complaint may do so by completing a Complaint Form. Complaint Forms must be fully filled in and signed in order for ASKSA to take action. A copy of the complaint will be given to the Practitioner involved. Verbal complaints cannot be actioned or recorded.
Complaints Forms are available from each Regional Secretary/Complaint Officer of ASKSA and right here. The Complaint Form may be submitted to the relevant Complaint Officer. A Complaint Officer and a Hearing Committee will handle all aspects of the complaint and attempt to resolve the matter. If recommendations are to be made concerning the practitioner involved, then these are to be referred to the National Committee for its consideration and decision.
Complaint Officer Role
- Informing the public and practitioners about the procedures to be used.
- Clarifying and resolving issues at every stage, where possible.
- Remaining impartial.
- Documenting all matters thoroughly.
- Encourage the persons involved to seek wider information and support as appropriate.
- Updating the ASKSA Central Register of Complaints.
Complaint Officer Duties
- Informing the public and practitioners about the procedures to be used.
- Receive telephone calls, letters etc. from the public and complainants.
- Recommend the person makes a written and signed complaint, otherwise ASKSA cannot act.
- Write to complainant to acknowledge receipt of complaint, and outline procedure to be used and confidentiality matters.
- Inform the Regional & National Committees of the receipt of a written complaint.
- Inform the practitioner in writing, together with a copy of the complaint.
- Document all information gathered and refer it to the Hearing Committee. Forward record of enquiries and written complaints to the Central Register of Complaints.
- Attend the hearing and remain impartial. The Complaint Officer is not part of the decision making process.
- Forward the Hearing Committee outcomes and recommendations to the National Committee.
Guidelines for Complaint Officers
- Receive telephone calls, letters etc. from the public and from complainants.
- Recommend that a person makes a written and signed complaint, otherwise ASKSA cannot act.
- Forward record (date of receipt, name and nature of the complaint/enquiry) of all enquiries and written complaints to the ASKSA Central Register of Complaints. Advise own Regional Chairperson & National Committee of receipt of written complaint.
- Write a letter to complainant acknowledging receipt of the complaint letter and the procedure to be used (including that the complainant’s letter is being forwarded to the practitioner concerned), referring to ASKSA confidentiality and privacy statement (Schedule 3 – Member’s Code). If necessary, request the complainant’s telephone number.
- Call the complainant to go over the contents of the above letter. Remain open, impartial and supportive during the call. Reassure that the matter is treated confidentially. Ascertain availability to attend a Hearing Committee meeting.
- Telephone the practitioner named in the complaint and inform them of the receipt of complaint and that a copy of the complaint will be sent to them. Inform about the procedure to be used and refer to the ASKSA confidentiality and privacy statement. Remain open, impartial and supportive during the call. Ascertain availability to attend a Hearing Committee meeting.
- Contact the members of the Hearing Committee, decide on a date for the hearing and send copy of the complaint letter.
- Advise date and times of hearing to all those involved.
- Document all matters thoroughly. Send copy of complaint to Hearing Committee members.
- Advise the National Committee Chairperson and own Branch Chair that a complaint is in progress.
- Attend the hearing (s) and remain impartial. Take summary notes as well as minutes of all the hearing meetings. The summary is to contain all points agreed and disagreed during the meeting and may be signed by all involved parties before leaving. If agreed by all parties, a recording of the meeting may be made and retained by the Complaints Officer to eliminate any disagreement of what was said and was not said during the course of the meeting. At the completion of the hearing (s), write to the complainant and practitioner to confirm outcome (s) & recommendations made. Inform the National Committee Chairperson and own Branch Chairperson on whether an outcome was achieved from the Hearing process.
- Forward the Hearing Committee’s outcome (s) & recommendations to the National Committee Chairperson for a final decision.
- On completion of the complaint, documentation is to be sealed and forwarded to the ASKSA Central Register of Complaints for confidential, secure archiving.
The Hearing Committee Role
- Resolution of issues where possible, at every step of the proceedings.
- Make recommendations towards the resolution of the complaint.
- Make a report to the Region and to the National Committee.
- If no resolution is possible, it will advise all parties of this.
The Hearing Committee Duties
- Review all information from Complaints officer.
- Attend hearing (s) to speak with complainant and with practitioner, to confirm information and documentation. It is not necessary for both complainant and practitioner to be present at the same Hearing Committee.
- Seek other relevant information as needed. Use documents such as ASKSA Member’s Code and any guidelines provided by kinesiology modalities.
- Make recommendations or resolutions that are acceptable to both parties.
- Inform the National Committee of the outcome (s) and their recommendations.
Time Limits for Complaints Enquiry
- These time limits are in no way prescriptive and should be regarded as a guideline. Their interpretation must be adequately flexible in order to adjust to the particular circumstances of each case, subject to the requirements of fairness and reasonableness.
Procedural Step Time Period:
- Acknowledgement letter to Complainant within 14 days of receipt of written & signed complaint
- Inform Practitioner in writing together with copy of complaint within 14 days of receipt of written & signed complaint
- Hearing Within 30 days of advising Practitioner
- Forward Hearing outcomes to Regional & National Chairpersons Within 7 days of Hearing