Complaints and feedback
The Australian Physiotherapy Association (APA) accepts complaints and feedback from APA members and the public about the services the APA provides and the conduct of our members.
We’ve provided some information below to help guide your next steps.
Do you wish to provide feedback or make a complaint regarding the activities of the APA?
This process applies to feedback, opportunities for improvement or formal complaints relating to the APA’s services and operations, or the conduct of APA staff, management or Board Directors acting in their APA role.
- Please submit feedback via this form
- Feedback is subject to this policy.
(If you’re unable to complete the form, you may email us at complaintsandfeedback@australian.physio or reach out to us via phone on 1300 306 622)
Do you wish to make a complaint about a physiotherapist?
If you have concerns about the conduct or behaviour of a physiotherapist who is an APA member, there are different organisations that may be able to help, depending on the nature of the concern.
The APA’s role as a professional membership body is to support high standards of professional and ethical behaviour among our members through our APA Member Code of Conduct.
The APA may review concerns relating to:
- unprofessional behaviour
- inappropriate interactions with colleagues or the public
- conduct that may damage trust in the profession
- behaviour inconsistent with the APA Member Code of Conduct.
The APA is not the national health regulator – that’s Ahpra - and we cannot restrict a physiotherapist’s registration or ability to practise. The APA are able to take action that is appropriate to the nature and seriousness of the conduct as guided by the National Professional Standards Regulations.
When concerns should be referred to Ahpra
The Australian Health Practitioner Regulation Agency (Ahpra) is responsible for regulating registered physiotherapists and protecting public safety.
Concerns that should generally be referred to Ahpra include:
- unsafe clinical care or serious incompetence
- patient harm or risk to patient safety
- sexual misconduct or boundary violations
- fraud, dishonesty or falsified records
- impairment affecting safe practice
- serious ethical breaches
- criminal conduct relevant to professional practice.
Ahpra has the authority to investigate concerns about registration and fitness to practise. Find out more about how to raise a concern with Ahrpa.
The APA appreciates being informed if a complaint about an APA member has been raised with Ahpra.
Where a complaint is actively being considered by Ahpra, the APA will await the outcome of that investigation and then consider whether any further action is taken in relation to the APAs code of conduct.
Make a complaint
If your complaint is within the scope of the APAs remit under the APA member code of conduct, you may direct your complaint to the APA by completing this form.
If you’re unable to complete the form, you may email us at info@australian.physio or reach out to us via phone on 1300 306 622.