Concerns, Grievances, and Complaints Policy

This policy explains how the Victorian Association of Gestalt Practitioners (VAGP) receives and responds to concerns, grievances, and complaints, and when matters may be escalated to external bodies.

1. At the Victorian Association of Gestalt Practitioners (VAGP), we understand that members, participants in our events, the general public, and members of our committee may sometimes have concerns or complaints that require an organisational response. Sometimes these concerns, if unresolved, may become a grievance. An unresolved grievance may be escalated to a formal complaint process with a third-party organisation. This document outlines the pathways available and the processes we follow.
2. This policy does not apply where a person raises a concern about the professional conduct of a member for whom the VAGP is their secondary professional registration. In such a case, we will direct the person to the member’s primary professional organisation.

Types of Concerns, Grievances, or Complaints

Raising an Issue of Concern

4. If you have concerns about any aspect of the VAGP, we encourage you to raise them directly with the Committee in the first instance. The Committee can be contacted via the VAGP email address: admin@vagp.com.au.
5. If you have a concern about a member’s professional conduct, we encourage you to discuss it with the member in the first instance.

Internal Grievance Process

6. If your concern has not been addressed to your satisfaction, you can escalate the issue through our grievance process. By “grievance process,” we mean a more formal internal consideration, investigation, or mediation regarding your concern.
7. Our internal grievance process involves the following steps:
   1. Submit your concern in writing to the VAGP Chair (or delegate) at admin@vagp.com.au.
   2. The Chair or delegate will initiate an investigation. Depending on the nature of the grievance, a meeting of the VAGP Committee (or a subcommittee formed for this purpose) may be convened (“Complaints Committee”).
   3. If a Committee member is directly involved in the grievance, they will excuse themselves, and another appropriate person may be invited to take their place.
   4. If needed, we may engage the services of an independent mediator or practitioner to assist in resolving the issue internally.
   5. The Complaints Committee may decide to hold a meeting between the person bringing the grievance and the member.
   6. If the Complaints Committee does organise a meeting, the complainant and respondent may bring a support person (such as a family member, friend, counsellor, or professional support person). Any external costs are the responsibility of the individual.
   7. If a grievance is upheld, details will be documented, relevant external agencies (e.g., PACFA, police, or regulatory bodies) notified, and disciplinary processes initiated where necessary. These may include warnings, suspension or cancellation of membership, or conditions placed on membership.
   8. The Complaints Committee may decide to refer a grievance to the Ethics Committee.

External Complaints Process

Adoption and Review

This Concerns, Grievances and Complaints Policy is adopted by the Victorian Association of Gestalt Practitioners and applies to all Members. It will be periodically reviewed and revised to reflect emerging best practices.