What happens when I make a complaint?

The complaints process

Once a complaint and supporting evidence is received by CPA Australia, the following process takes place:

1. The complaint is acknowledged in writing.
2. The Manager Professional Conduct (MPC) reviews the complaint and supporting evidence to determine whether CPA Australia can investigate the matter. Further information may be requested from the complainant. 
   There are two potential courses of action:
   • if CPA Australia cannot investigate, the complainant will be informed and the matter is closed
   • if CPA Australia can investigate, The Manager Professional Conduct (MPC) reviews the complaint and supporting evidence to determine whether CPA Australia can investigate the matter. Further information may be requested from the complainant.
3. Once the member's response is received it may be sent to the complainant with an option to provide a response. Further clarification may be required from either party.
4. The Manager Professional Conduct (MPC) reviews the complaint and supporting evidence to determine whether CPA Australia can investigate the matter. Further information may be requested from the complainant.
   Alternatively, if there is no case to answer, the matter is closed and both the complainant and the member receive written advice of this
5. The Disciplinary Tribunal will meet with the member, who is entitled to representation, legal or otherwise. If the Tribunal finds the member is in breach, a penalty may be imposed against the member. The Tribunal is comprised of both members of CPA Australia and community representatives.
6. The member has a right to appeal against the Tribunal's finding through the appeals process.  
   • If the member appeals, the complainant will receive written notification of the Tribunal's finding and decision following the outcome of the appeal hearing,
   • If the member does not appeal, the complainant will receive written notification of the Tribunal's finding and decision after the appeal period has expired,
7. The findings and decisions of CPA Australia's Tribunals are published on the CPA Australia website without the complainant's name.  Penalties that the Tribunals can impose include:
   • forfeiture of membership
   • suspension of membership
   • a fine
   • a reprimand
   • cancellation or suspension of any certificate, privilege, right or benefit available to the member
   • restricting the member from using the CPA designation and /or ordering them to remove any CPA Australia signage and the designation from their advertising materials and office
   • reducing the member's status and /or removing any specialist designation
   • requiring the member to undertake additional hours of professional development
   • reviewing the member's practice