ASHEPA Professional Membership
Complaints
ASHEPA provides a structured route for concerns about service, administration, communication, confidentiality, professional process or conduct.
Complaint or appeal?
A complaint concerns service, behaviour, administration or another concern. An appeal challenges an eligible professional or governance decision. If a matter is submitted through the wrong route, ASHEPA may redirect it to the appropriate process rather than rejecting it solely because of the form used.
What happens after submission
- Acknowledgement.ASHEPA aims to acknowledge complaints within the applicable service target.
- Triage.The matter is classified and routed to service review, appeal, verification, professional conduct or another appropriate process.
- Review or investigation.Relevant information is gathered by authorised users who are not expected to investigate their own complaint.
- Outcome.The complainant receives the authorised outcome and next steps where appropriate.
Confidentiality and fairness
Submitting a complaint does not itself establish wrongdoing. Allegations and investigation material are handled according to case sensitivity and due process.