Raising Professional Standards in Australian Massage Therapy
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AMSA AUSTRALIA
Australian Massage
Standards Association Professionalism • Ethics • Education • Excellence
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AMSA Complaints Process

Fair, respectful and transparent resolution

AMSA is committed to handling concerns and complaints carefully, consistently and impartially. Our process is designed to protect client welfare, support natural justice and maintain confidence in professional practice.

Submit a Complaint View Code of Ethics
Principles of Review

Every complaint is considered with fairness and care

AMSA seeks to understand the circumstances, gather relevant information and provide each party with a reasonable opportunity to respond.

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Impartial assessment Complaints are reviewed objectively and without prejudice.
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Natural justice Relevant parties are informed and given an opportunity to respond.
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Confidential handling Information is managed carefully and shared only where necessary.
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Proportionate outcomes Any action taken should reflect the seriousness of the matter.
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Important: AMSA is a voluntary professional association and is not a government regulator, court, police service or emergency authority. Urgent safety, criminal, consumer or legal matters should be reported to the relevant authority.
Before You Submit

Before making a complaint

Providing clear, relevant and accurate information helps AMSA assess concerns fairly and determine whether the matter falls within the association’s role.

Consider resolving the concern directly

Where it is safe and appropriate, you may wish to raise the concern directly with the practitioner or business before submitting a formal complaint.

  • Clearly explain what happened and why you are concerned.
  • Describe the outcome or response you are seeking.
  • Keep copies of relevant emails, messages, receipts or records.
  • Do not contact the practitioner directly where you feel unsafe.

Prepare the relevant information

Complaints should be specific enough for AMSA to understand the circumstances and identify the practitioner involved.

  • Your name and reliable contact information.
  • The practitioner or business name, where known.
  • The date, location and description of the incident.
  • Relevant documents, correspondence or supporting information.
AMSA May Consider

Matters within AMSA’s professional role

  • Alleged breaches of the AMSA Code of Ethics.
  • Alleged breaches of AMSA Professional Standards.
  • Concerns about professional conduct or boundaries.
  • Misleading use of AMSA membership or credentials.
  • Concerns relating to an active AMSA member.
  • Failure to cooperate with an AMSA review process.
AMSA Cannot Replace

Matters requiring another authority

  • Police investigations or alleged criminal conduct.
  • Emergency or immediate personal safety responses.
  • Court proceedings or legal representation.
  • Government regulatory investigations.
  • Compensation, damages or binding financial orders.
  • Complaints involving practitioners who are not AMSA members.
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Immediate danger or serious misconduct

Contact emergency services on 000 where there is immediate danger. Suspected criminal conduct should be reported to police. Consumer, privacy, health or legal matters may also need to be referred to the appropriate government authority or professional adviser.

How the Process Works

The five-step complaints process

Each complaint is handled through a structured process designed to gather the facts, provide procedural fairness and reach an appropriate outcome.

01

Complaint received

AMSA records the complaint, checks that the basic information has been provided and acknowledges receipt. Additional details may be requested before the matter can proceed.

Primary purpose Confirm receipt and establish the facts
02

Initial assessment

AMSA considers whether the matter falls within its professional role, whether the practitioner is an active member and whether another authority should also be contacted.

Primary purpose Determine scope and next steps
03

Information gathering

Relevant documents, correspondence and supporting information may be reviewed. Where appropriate, the member is informed of the complaint and invited to provide a response.

Primary purpose Collect relevant evidence and responses
04

Professional review

The available information is considered objectively against the AMSA Code of Ethics, Professional Standards and any relevant membership obligations.

Primary purpose Assess conduct fairly and consistently
05

Outcome and resolution

AMSA determines the appropriate outcome and communicates the decision in writing where suitable. The outcome may include guidance, education, a warning, membership action or no further action.

Primary purpose Provide a proportionate and documented outcome

Timeframes depend on the circumstances

Simple matters may be resolved quickly, while complex complaints can require additional information and a longer review. AMSA will aim to keep relevant parties informed of meaningful progress.

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Possible Outcomes

How complaints may be resolved

Each complaint is assessed on its own circumstances. Outcomes are intended to be fair, proportionate and focused on maintaining professional standards.

Education & Guidance

Some matters may be resolved through education, professional guidance or recommendations for improved practice where appropriate.

Membership Action

Where a breach of AMSA obligations is identified, membership conditions, warnings, suspension or other membership actions may be considered.

No Further Action

If there is insufficient evidence or the matter falls outside AMSA's role, no further action may be taken.

Natural Justice & Procedural Fairness

AMSA is committed to treating everyone involved in the complaints process fairly. Decisions should be based on relevant information, and affected parties should have an appropriate opportunity to present their perspective.

  • Both complainants and members are treated respectfully.
  • Relevant information is considered before decisions are made.
  • Members are generally given an opportunity to respond to concerns affecting them.
  • Outcomes aim to be proportionate to the circumstances.
  • Confidentiality is respected where appropriate and consistent with the review process.
Submit a Complaint

Ready to raise a professional concern?

Please provide clear and accurate information so AMSA can determine whether the matter falls within its role and identify the appropriate next step.

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Include the practitioner or business name where known.
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Describe what happened, including relevant dates and locations.
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Attach relevant correspondence, receipts or supporting documents.
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Explain the outcome or response you are seeking.
Start Complaint Form Contact AMSA

Before submitting your complaint

Make sure you have reviewed the information on this page and collected the details needed to support your concern.

Best for Concerns involving an active AMSA member
Expected information Names, dates, description and supporting documents
Emergency matters Contact emergency services or police where appropriate
Other authorities Consumer, privacy, health or legal matters may require external referral
Submitting a complaint does not guarantee that AMSA will commence a formal investigation. Each matter is first assessed for scope, relevance and available information.