If you are concerned about how your animal has been treated by a registered vet you should always speak to your vet in the first instance.
Complaints process
The ACT Veterinary Practitioners Board (the Board)'s complaints process is ruled by the Veterinary Practice Act 2018 (the Act). It outlines the process the Board follows on receipt of a complaint.
Any person can complain about a vet if there are concerns a vet has, or may have:
- engaged in unsatisfactory professional conduct
- engaged in professional misconduct
- an impairment that means the vet is not fit to practise a restricted act of veterinary science
- breach the Act
- breach condition of the vet's registration or an undertaking given by the vet to the Board
- obtaining improper registration by suppling the Board false or misleading information or documents
- failed to maintain the premises to the veterinary premises standard. The vet is the superintendent of a registered veterinary premises.
A complaint must be lodged within 3 years of the conduct that is alleged to have occurred. However, the Board may deal with a complaint “out of time” in special instances.
Complaints must be made in writing. They can either to the Board or through the ACT Human Rights Commission. The Board's is meant to respond to complaints in 5 working days of receipt.
Making a complaint
If you are concerned about how your animal has been treated by a registered vet, always speak to your vet in the first instance.
For the Board to accept a complaint against a vet. The complaint must be in writing and signed by the complainant. Note: Complaints received by email are seen to be signed by the complainant.
Download the ‘Formal Complaint about a Veterinary Practitioner’ form send to the Board via:
Email: TCCS.vetboard@act.gov.au
Note: there is a 10MB limit for each email received at this address. You may wish to split up documents that go over this limit into several emails or use a Dropbox. The Secretariat will confirm receipt of your application.
Mail:
ACT Registrar
ACT Veterinary Practitioners Board
GPO Box 158
CANBERRA ACT 2601
Complaints can also be sent to the ACT Human Rights Commission who also considers all complaints received with the Board.
Complaints can be sent to the Human Rights Commission by:
Email: human.rights@act.gov.au.
Mail:
Health Services Commissioner
ACT Human Rights Commission
GPO Box 158
Canberra ACT 2601
Assessing complaints
The Board will work with the Health Services Commissioner of the Human Rights Commission to decide an appropriate course of action. This step is unique to the ACT. The role of the Human Rights Commission is to ensure the Board is following human rights principles.
On receipt of the complaint
- A copy of the complaint is sent to the Human Rights Commission for joint consideration purposes. The Human Rights Commission will give advice.
- Where possible, the Board will phone the vet to tell them that a complaint has been made against them.
- The Board will, in writing, tell the vet that a complaint was made against them. The vet is usually provided 14 days to response to the complaint.
- The vet's response are shared with the complainant. The complainant has the chance to submit a response to the claims. The complainant is usually given 14 days to response.
- The Board will then convene to decide whether the vet has a 'case to answer'. This requires a detailed investigation of the complaint by the Board and where needed, the Human Rights Commission.
- On occasions extra information may be required. It may come from the vet or an external expert.
- The Human Rights Commission will advise the Board's if they agree with the proposed outcome. If they believe a different outcome should occur. If the Board and the Human Rights Commission cannot agree on the proposed action about a complaint or occupational discipline matter, the most serious action prevails.
- The Board will write a letter to the complainant and the practitioner/s involved advising them of:
- the outcome of the complaint and any action taken
- the reason/s for the decision
- any options for review that may be available are:
- an internal review
- an external review or appeal (for the complainant)
- the ACT Civil and Administrative Tribunal (for the veterinary practitioner/s).
For more information on the ACT Veterinary Practitioners Board Complaints Process, please view the Complaints Outcome Policy.
If you would like to learn more about what happens when you make a complaint to the Board visit the Resources page .