Feedback, Compliments and Complaints
The Royal Australian and New Zealand College of Obstetricians and Gynaecologists (·ÛºìÅ®ÀÉ) Code of Conduct upholds our organisational values of Advocacy, Education, Excellence, Integrity, Kindness, and Respect. These values are intentionally embedded in all aspects of the complaint process and align with a victim-centered approach to complaint resolution.
A victim-centred approach to complaint handling is an international best practice. It carries a responsibility to engage with a complainant in a way that respects their rights, needs, wishes and dignity, protects them from retaliation, re-traumatisation and discrimination, and keeps them informed and supported.
This approach is essential to empowering complainants to come forward, and creating a working environment free from bullying, harassment and discrimination (BHD).
Types of feedback
·ÛºìÅ®ÀÉ encourages its members to provide any feedback that contributes to the betterment of the culture and functioning of our College. This may include complaints, compliments and general suggestions.
In general, complaints are considered in the context of the ·ÛºìÅ®ÀÉ guidance documents and policies detailed below. The ·ÛºìÅ®ÀÉ Code of Conduct is an important point of reference.
How to get help
If you would like to speak with someone in ·ÛºìÅ®ÀÉ about a concern or your options in progressing the complaint before formally lodging this, then you can contact the ·ÛºìÅ®ÀÉ Governance Unit. They will provide potential complainants guidance and help to navigate different complaint pathways.
Contact Complaints Pathway Support Officer
Ms May Raguine
Email: governance@ranzcog.edu.au
Phone: +61 3 9412 2911
If you prefer not to speak with ·ÛºìÅ®ÀÉ directly then you have the option to reach out to the ·ÛºìÅ®ÀÉ Independent External Reviewer. For further information on their role, see the Independent External Reviewer (IER) Policy.
Contact IER
Ms Candy Caballero
Email: ier@ranzcog.edu.au
How to submit a complaint
When lodging a complaint using the form provided on this page, it will ask for the following details:
The name, address, email address and telephone contact details of the person/s making the complaint (the complainant/s)
Information about the person the complaint is being made about (the respondent), including:
The name of the respondent
The role or position of the respondent
The situation or name of the organisation where the unacceptable behaviour occurred
Advise if the complaint relates to a breach of the ·ÛºìÅ®ÀÉ Code of Conduct
An explanation of the issue
An explanation of how the issue has affected the complainant/s
A list and attachments of any relevant supporting documentation
IMPORTANT NOTE: If you do not wish to be identified, or you do not wish to identify the respondent, you can still lodge the complaint. Except for whistleblower disclosures, the College will register this in the complaint register but cannot take further action.
What happens next
The responsible person will assess the matter and determine the appropriate action to resolve the issues. For example, the responsible person may determine that a complaint may be resolved through informal or alternative dispute resolution methods before or in place of formal dispute resolution.
Informal dispute resolution methods may include the complainant speaking to the respondent directly and the parties entering a dispute resolution process such as mediation.
Upon receipt of complaint lodgement, the responsible person will assess each submission and will be dealt with in accordance with the relevant policies and procedures.
For general feedback, suggestions or compliments, your feedback will be forwarded to the relevant directorates and will be assessed by the respective Executive Directors.
Bullying, Harassment and Discrimination or Breach of Code of Conduct:
| Respondent | Responsible Person | Contact Email |
|---|---|---|
| Member of the College | CEO/President | ceo@ranzcog.edu.au |
| College Staff | Executive Director of Operations or CEO | ceo@ranzcog.edu.au |
| CEO/Board Member | Independent External Reviewer (IER) | ier@ranzcog.edu.au |
Whistleblower:
| Respondent | Responsible Person | Contact Email |
|---|---|---|
| Member of the College or College Staff | CEO or Relevant Executive Directors | ceo@ranzcog.edu.au |
| Executive Leadership | CEO | ceo@ranzcog.edu.au |
| CEO/Board Member | Independent External Reviewer (IER) | ier@ranzcog.edu.au |
Others, such as feedback or compliments concerning administrative matters, process, or educational programs:
| Respondent | Responsible Person | Contact Email |
|---|---|---|
| Your feedback will be forwarded to the relevant teams | Your feedback will be forwarded to the relevant teams | reception@ranzcog.edu.au |
Complete the form
Learning from feedback
A review of all complaints, including anonymous complaints will be undertaken each year by the Independent External Reviewer. This report is reviewed by the ·ÛºìÅ®ÀÉ Board and published on the ·ÛºìÅ®ÀÉ website.
Frequently asked questions
How long will it take for my complaint to be resolved?
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The College will acknowledge the complaint within three (3) business days of receipt of the complaint. Depending on the nature of the complaint, some may take longer than others. For complaints not requiring investigation and formal resolution, the College will endeavour to provide an outcome within two (2) months.
How will my complaint be investigated?
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The complaint process varies depending on the nature of the complaint, the respondent, and whether the complaint would need to be referred to a regulatory body or an Independent External Reviewer.
If appropriate, the College will refer matters to employers or relevant bodies with regulatory powers, such as the Australian Health Practitioner Regulation Agency (AHPRA) or the Medical Council of New Zealand (MCNZ), which are generally better equipped to deal with complaints of a serious nature such as where there is concern about possible professional misconduct. The College has limited powers to deal with some complaints due to their nature and does not have the power to access records or require interviews.
While there are limits on the College’s power the College will strongly monitor the progress of complaints referred to their workplace or the relevant regulatory bodies.
How does the College uphold confidentiality when investigating complaints?
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·ÛºìÅ®ÀÉ handles all the personal information provided in a complaint submission, including an individual’s name, address and contact details, in line with the ·ÛºìÅ®ÀÉ Privacy Policy and relevant privacy laws, including the Australian Privacy Act 1998 and the New Zealand Privacy Act (2020). ·ÛºìÅ®ÀÉ will use relevant personal information to assess and/or investigate a complaint and respond.
Confidentiality will always be respected and maintained throughout the entirety of the complaint resolution process. Only the people directly involved in a complaint or in resolving it will have access to information about the issue. Those involved will be advised of the confidentiality requirements and their resulting obligations. Discussions, information, and records related to complaints will remain factual.
Where it is necessary for the College to disclose relevant information so that the College can effectively address the issue and provide a response, the individual will be notified.
What is the difference between lodging an anonymous complaint and lodging a confidential complaint?
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An anonymous complaint is when the person does not want to be identified for various personal and professional reasons but still wants to raise the issue as a matter of concern.
In this circumstance, the range of actions the College can take is limited. The College will only register the details of the concern or complaint raised on the complaints database but will be unable to take the matter any further.
A confidential complaint is when a person is happy to disclose their identity to the College but does not want their identity disclosed to the respondent.
In this circumstance, the College will register the identity of the complainant and the details of the concern or complaint raised.
The College reserves the right to refer a confidential complaint to an external authority for investigation where the contents of the complaint are of a serious nature (i.e., criminal matter).