Complaints

Learn about our member and officer bearer complaints process.

Engineers Australia takes complaints about the professional conduct of our members and office bearers very seriously.

Our General Regulations set out the criteria for complaints we can investigate along with details of the investigation process.

Engineers Australia can only assist you in investigating the types of matters explained below. We can’t assist with legal issues or police and criminal matters.

If your complaint is about the cost of fees, contact fair trading or the government consumer protection agency in your state.

What we can investigate

Engineers Australia can only investigate complaints about members or office bearers who have been alleged to have:

Unacceptable conduct may include but isn’t limited to the following:

  • a failure to observe one or more requirements of Engineers Australia's Royal Charter and By-laws or Code of Ethics
  • a failure to maintain appropriate engineering standards as determined by the Professional Conduct Committee (PCC)
  • conviction for an indictable offence or another offence that, in the opinion of the PCC, renders the person unfit to be a member of Engineers Australia or be registered on the NER
  • conduct, whether an act or omission, that occurs outside the practice of engineering, that would justify a finding that a person is unfit to remain a member of Engineers Australia, an office bearer or to be registered.

Complaints process

If you’re dissatisfied with the conduct of an Engineers Australia member, follow the steps below to resolve your issue.

  1. First, raise your concerns directly with the member and give them an opportunity to explain or propose a solution
     
  2. Be sure to keep detailed records of any communication you have with the member including the date and any agreed outcome.
     
  3. If the matter can’t be resolved between you, contact us to confirm that the person is still an Engineers Australia member.

    If they aren’t a member, we can’t assist you.

     
  4. If they are a member and the conduct you’re complaining about meets the criteria for what we can investigate, go ahead and complete the complaint form. Answer all questions on the form, provide a detailed explanation of the matter with supporting evidence, all relevant documentation and details of any prospective or ongoing legal proceedings.
     
  5. Once we’ve received your complaint we’ll contact the member and provide a copy of your complaint and supporting evidence. We’ll then request their written response. We can’t proceed with your complaint if you want to remain anonymous.
     
  6. If the complaint can’t be resolved it will be passed to the PCC for further consideration and investigation. You may be contacted to provide further information.
     
  7. We’ll advise you in writing when the PCC has investigated the complaint and provided a decision. The written reasons for the decision will be given to you and to the member.

Outcome

If the PCC finds that the member didn’t engage in unacceptable conduct or hasn’t breached the Code of Ethics or the Office Bearer Code of Conduct, the complaint will be dismissed.

If you have made a complaint against a member which was dismissed by the PCC, you cannot appeal the decision. Additionally, if a complaint has been dismissed by the PCC and you try to lodge a new complaint which is substantially the same, it may not be accepted.

If the PCC finds that the member did engage in unacceptable conduct or has breached the Code of Ethics or the Office Bearer Code of Conduct, they’ll recommend disciplinary measures. The disciplinary measures are outlined in the General Regulations and may include a written warning or reprimand, changes to NER status, removal of credentials, suspension or cancellation of membership.

A member who’s had a complaint made against them is entitled to have the decision reviewed.

Note that the complaints process can’t provide any form of compensation or restitution to the person who’s complained.

Other complaints

If your complaint is about membership, migration skills assessment or any other Engineers Australia service, please complete the online form on our contact us page or call our customer engagement team.

Our complaints process

Click on the images to enlarge.