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About

The Royal Australian and New Zealand College of Obstetricians and Gynaecologists (RANZCOG) 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-centred 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

����TV 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 RANZCOG guidance documents and policies detailed below. The ����TV Code of Conduct is an important point of reference.

Policies and guidelines

How to get help

If you would like to speak with someone in RANZCOG about a concern or your options in progressing the complaint before formally lodging this, then you can contact the RANZCOG 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 RANZCOG directly then you have the option to reach out to the RANZCOG Independent External Reviewer. For further information on their role, see the Independent External Reviewer (IER) Policy.

Contact IER
Email: ier@ranzcog.edu.au

How to submit feedback

Please use the form on this page to submit your feedback. You will be able to select the type of feedback you want to provide.

How to submit a complaint

When lodging a complaint using the form provided on this page, it will ask for the following details:

1. The name, address, email address and telephone contact details of the person/s making the complaint (the complainant/s)
2. 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 RANZCOG Code of Conduct
3. An explanation of the issue
4. An explanation of how the issue has affected the complainant/s
5. 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 Complaint Officer will assess the matter and will try to resolve the issue. However, if this cannot be resolved by the Complaint Officer, a recommendation will be made to the Complaint Resolution panel regarding the appropriate course of action. For example, the Complaint Officer may recommend 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 a complaint lodgement, the Complaint Officer 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.

Who is the Complaint Officer responsible for managing my complaint?

Administrative or General Complaint

The relevant Directorate’s Manager or Executive Director for triaging, or if the complaint is about a member of the Executive Leadership Team, the CEO.

Complaints against RANZCOG Members

An appointed Governance and Legal Team Member.

Complaints relevant to Bullying, Harassment and Discrimination or Breach of Code of Conduct

Others, such as feedback or compliments concerning administrative matters, process, or educational programs

Whistleblower disclosures

Any individual can report if they have reasonable grounds to suspect that its staff, officers, or senior managers have engaged in serious misconduct that breaches, or potentially breaches, any corporate legislation, Commonwealth laws, or taxation laws.

A person can also report if the conduct poses a serious risk to public health and safety, the health and safety of an individual, or the environment.

Who are the eligible recipients of whistleblower disclosures?

Whistleblower disclosures concerning staff, officers or senior managers can be made to the Chief Executive Officer (CEO).

Whistleblower disclosures concerning the President, Board Member or the CEO can be made to the Independent External Reviewer (IER).

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 RANZCOG Board and published on the RANZCOG website.

Please refer to:

• IER Review of Complaint Files for 2023-2024
• IER Review of Complaint Management Policies and Procedures (August 2023)
• IER Review of Complaint Files for 2022-2023
• Article: IER Report on Complaints

Frequently asked questions

How long will it take for my complaint to be resolved?

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?

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?

����TV handles all the personal information provided in a complaint submission, including an individual’s name, address and contact details, in line with the ����TV Privacy Policy and relevant privacy laws, including the Australian Privacy Act 1998 and the New Zealand Privacy Act (2020). RANZCOG 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?

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).