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Complaints
Who may lodge a complaint?
Any person may make a complaint regarding the professional practise of a registered optometrist.How is a complaint made?
Complaints must be made in writing and contain the following information:
- Particulars of the matter complained of.
- The name of the registered optometrist against whom the complaint is being made.
- The name of the person making the complaint.
The written complaint may be lodged either with the Registrar of the Board or with the Health Complaints Commissioner, the independent statutory body established by the Tasmanian Government to deal with health complaints (Health Complaints Commission).
All complaints regarding the professional conduct of registered optometrists are referred to the Optometrists Registration Board for investigation. Download the Complaints Form here. The outcome of the Board’s investigation of the matter is provided to the Health Complaints Commissioner who may require further action.
Complaints which are of a commercial nature e.g. concerns regarding pricing, should be referred to the Health Complaints Commissioner in the first instance and may be dealt with directly by the Health Complaints Commission.
How does the Optometrists Registration Board deal with complaints?
On receipt of a formal written complaint regarding the professional practise of a registered optometrist, the Board may take the following actions:
- Dismiss the complaint if it is considered to be frivolous or vexatious.
- Appoint an investigating committee to investigate the matter which may involve further information being obtained from the complainant and questioning of the registered optometrist.
- In matters where the complaint is considered to be not sufficiently serious to warrant the appointment of an investigating committee, the Board may require further information from the registered optometrist and may deal with the matter immediately.
An investigating committee is required to provide a report to the Board which must then consider the matter and may take the following actions.
- Remove the optometrist’s name from the register,
- Suspend the optometrist for a period not exceeding twelve months
- Impose a fine on the optometrist
- Impose a condition on the optometrist’s registration
- Caution or reprimand the optometrist
- Dismiss the complaint.
The procedures to be followed by the Board are set out in Division 4 of the Optometrists Registration Act 1994. Part 5 of the Act outlines the appeal mechanisms against decisions of the Board.