Complaints
Ahpra shared Code of conduct 4.6, stated plainly and cited to the edition held, with the evidence an auditor or the regulator asks for, the common gaps, and a free worksheet to fill in.
Ahpra shared Code of conduct 4.6
Ahpra and the National Boards
Shared Code of conduct, June 2022, in effect from 29 June 2022
30 September 2026, Ahpra code page read 30 September 2026: a review of the codes is under way, no revised version published
Registered occupational therapists and physiotherapists. Not psychologists (the Psychology Board has its own code from 1 December 2025) and not speech pathologists (not registered under the National Law).
A review of the shared code is under way; the June 2022 code stays in effect until a revised one is published.
Patients are entitled to voice concerns about their care. When they do, good practice means the practitioner: (a) acknowledges that right; (b) gives information about the complaints system; (c) works with the patient toward a resolution, at local level where that can be done; (d) ensures that the patient's care suffers no harm because of the complaint or notification, referring them to another practitioner where advisable; (e) cooperates promptly, openly and constructively with a regulator such as the Board or Ahpra when told of a notification, including giving an explanation; and (f) complies with the law, policies and procedures governing complaints and notifications.
- Complaints register with receipt, acknowledgement, resolution dates and outcomes
- Complaints information displayed or given to patients
- Copies of responses to Ahpra or Board notifications and the dates they were sent
- Complaints not logged when resolved verbally
- Complainant's ongoing care changed or withdrawn after the complaint
- Late or defensive response to a regulator's request
| Ref | Held (yes, partly, no, not applicable) | Where it is kept | Owner | Last reviewed | Next review |
|---|---|---|---|---|---|
| 4.6 |
Completing this worksheet records what your practice holds and where. It does not make a practice compliant or ready for audit, and it is not legal advice.
Related requirements
Ahpra shared Code of conduct
- 4.5Adverse events and open disclosure
- 4.7Ending a professional relationship
- 4.4Relatives, carers and partners
- 4.8Personal relationships
- 4.3Children, young people and other patients who may have additional needs
- 4.9Professional boundaries
- 4.2Informed consent
- 4.10Working with multiple patients
- Every page of this instrument
The same topic in other instruments (complaints)
- NDIS Practice Standards Core 13.1 to Core 13.4Core module: Complaints
- NDIS Practice Standards Module 6 4.1Module 6: Complaints management
- Provider Registration Rules s 73WImplement and maintain a complaints management and resolution system
- Complaints Rules Part 3Act on what the Commissioner requires in dealing with a complaint
- Children guidance Q-4Make it safe for families to raise concerns and complain
See every requirement for your practiceSee the specimen practice