Complaints Process.
The DEAC has the authority to manage specific complaints concerning an Accredited CPD Provider and their activities, utilising a range of mechanisms, to achieve select outcomes.
In order to attain DEAC accreditation, CPD providers must have clear, fair and robust internal appeals and complaints processes in place for practitioners and other parties to utilise. For this reason, such avenues must have been appropriately explored prior to the DEAC accepting and managing a complaint.
Depending on the nature of the complaint, several other organisations exist that may be better positioned to consider some types of concerns about CPD providers and their activities. The DEAC may suggest that you consider lodging a complaint with another organisation; may assist you in doing so; or, if appropriate, may actively refer the complaint to an alternate organisation for consideration.
Complaints the DEAC may manage.
The assigned function of the DEAC is to set and maintain quality standards in relation to Dental CPD Providers and their activities. In line with this goal, we are able to consider concerns that an Accredited CPD Provider or an activity may not have met, or may have breached Accreditation Standards, or may have fallen short of what is expected of them, in quality, content and conduct. The DEAC also manages complaints regarding CPD Providers and activities which hold themselves out as being "Accredited", when they have not attained this status.
Through a dynamic, structured, impartial and interactive process of complaint management, the DEAC aims to be supportive and constructive, assisting Providers to meet their obligations for quality Accreditation, rather than being punitive. However, should Providers consistently fall short, the DEAC is authorised to impose a range of sanctions, including the cancellation of a Provider or Activity Accreditation.
Complaints the DEAC may not manage.
We are unable to assist in resolving specific disputes between providers and practitioners or between providers and their employees or third parties. The DEAC is unable to award financial compensation or refunds, nor are we able to influence the outcome of activity assessments, grades or certifications.
Importantly, the DEAC is unable to accept and manage anonymous complaints.
If your complaint relates to the health, conduct or performance of an individual registered dental practitioner, the DEAC may suggest you consider lodging a notification with the following organisations:
If your complaint relates to the business practices of an Accredited CPD Provider, the DEAC may suggest you consider lodging a complaint with your state-based office of Consumer Affairs / Fair Trading / Consumer Protection.
Register a Complaint.
You can register a complaint by emailing us.
Your email should include information about the Accredited provider and/or activity, along with a detailed outline of your concern. You can also contact us via email to request an informal discussion on how we may be able to assist or guide you on the most appropriate course of action. You are required to provide your name and contact details as the DEAC is unable to accept and manage anonymous complaints.
Once a complaint is received, we work through the following Process:
Outcomes may include:
In order to attain DEAC accreditation, CPD providers must have clear, fair and robust internal appeals and complaints processes in place for practitioners and other parties to utilise. For this reason, such avenues must have been appropriately explored prior to the DEAC accepting and managing a complaint.
Depending on the nature of the complaint, several other organisations exist that may be better positioned to consider some types of concerns about CPD providers and their activities. The DEAC may suggest that you consider lodging a complaint with another organisation; may assist you in doing so; or, if appropriate, may actively refer the complaint to an alternate organisation for consideration.
Complaints the DEAC may manage.
The assigned function of the DEAC is to set and maintain quality standards in relation to Dental CPD Providers and their activities. In line with this goal, we are able to consider concerns that an Accredited CPD Provider or an activity may not have met, or may have breached Accreditation Standards, or may have fallen short of what is expected of them, in quality, content and conduct. The DEAC also manages complaints regarding CPD Providers and activities which hold themselves out as being "Accredited", when they have not attained this status.
Through a dynamic, structured, impartial and interactive process of complaint management, the DEAC aims to be supportive and constructive, assisting Providers to meet their obligations for quality Accreditation, rather than being punitive. However, should Providers consistently fall short, the DEAC is authorised to impose a range of sanctions, including the cancellation of a Provider or Activity Accreditation.
Complaints the DEAC may not manage.
We are unable to assist in resolving specific disputes between providers and practitioners or between providers and their employees or third parties. The DEAC is unable to award financial compensation or refunds, nor are we able to influence the outcome of activity assessments, grades or certifications.
Importantly, the DEAC is unable to accept and manage anonymous complaints.
If your complaint relates to the health, conduct or performance of an individual registered dental practitioner, the DEAC may suggest you consider lodging a notification with the following organisations:
- Office of the Health Ombudsman (Qld)
- Health Care Complaints Commission (NSW)
- Australian Health Practitioner Regulation Agency (WA, Vic, Tas, SA, ACT, NT)
If your complaint relates to the business practices of an Accredited CPD Provider, the DEAC may suggest you consider lodging a complaint with your state-based office of Consumer Affairs / Fair Trading / Consumer Protection.
Register a Complaint.
You can register a complaint by emailing us.
Your email should include information about the Accredited provider and/or activity, along with a detailed outline of your concern. You can also contact us via email to request an informal discussion on how we may be able to assist or guide you on the most appropriate course of action. You are required to provide your name and contact details as the DEAC is unable to accept and manage anonymous complaints.
Once a complaint is received, we work through the following Process:
- Acknowledge receipt of your complaint within five working days.
- Undertake an Assessment of the nature of the complaint and whether it falls within DEAC jurisdiction. We may contact you and seek further information or clarification.
- Inform you of the outcome of our assessment. If we are unable to manage or progress your matter, we will provide clear reasoning for the decision and may refer you to another organisation for assistance. If we decide to investigate your complaint, we will provide you with regular updates and may contact you again to request further information.
- Investigation will require us to contact the Accredited provider to discuss the complaint and seek a response from them. If other organisations or individuals are able to assist in our investigation, we may also ask them to provide us with further information.
- The DEAC will conclude the investigation and reach a Decision which will be clearly communicated to you.
Outcomes may include:
- No further action. We are satisfied that no further action is necessary to ensure that Accreditation Standards are being met and maintained.
- Warning & Monitoring. We are satisfied that Accreditation Standards continue to be maintained on the whole, but some minor issues have been identified which require improvement. The DEAC will support and work with the Accredited CPD Provider to ensure these issues are addressed and rectified appropriately.
- Suspension of Accreditation. Significant issues have been identified which warrant the temporary suspension of Provider or Activity Accreditation, pending a targeted review/reaccreditation process. The DEAC will support and work with the CPD Provider to ensure standards are met and maintained.
- Cancellation of Accreditation. Substantial issues have been identified which warrant the cancellation of Provider or Activity Accreditation. In order to restore Accreditation, Providers must re-engage in the full, structured DEAC Accreditation process.