On receipt of the completed complaints form, the Executive Officer will acknowledge receipt of your complaint within 5 working days. The Executive Officer will then verify that the subject of the complaint is a HCANZA member and that the incident being reported is a breach of our Code of Conduct and/or Scope of Practice standards. If the subject of the complaint is not a HCANZA member OR the matter is not a breach of our Code of Conduct or Scope of Practice standards, you will be notified of this outcome and the case will be closed.  You are entitled to make a formal complaint to other government regulatory bodies. The contact details and websites of those organisations are listed at the end of this policy document. If your complaint can be investigated, the Executive Officer will discuss the complaint with the Board Chairperson and then email you again to: inform you that HCANZA will investigate the matter provide an estimate of the timeframe for the complaint to be responded to advise you of your rights if you are not satisfied with HCANZA response.   At this stage only you, the Executive Officer and the Board Chair know the complaint details.  Next, the HCANZA member against whom the complaint has been made will be contacted in writing by the Executive Officer. They will receive a summary of the complaint made against them and the name of the person making the complaint unless you have asked to remain anonymous. They will have up to 28 days in which to prepare a written reply to the complaint. This must be emailed to the Executive Officer. The Executive Officer and the Board Chair will together consider both your complaint and the response from the member. If the matter is clear, they will make a determination for action or redress within 28 days. If the matter is complex/unclear, they may seek further information from both parties and/or they may refer the matter to the full Board for its consideration.  If the matter goes before the full Board, the names of both the HCANZA member and the person complaining will be excised from any documentation. Thus, the complaint is still only shared between the accused member, the complainant and the Executive Officer and the Chair of the Board. The decision of the Board will be final, and you will be notified of the outcome, usually within 90 days of our receipt of your complaint.