ESSA Complaints Procedure 


Individuals who have concerns about the behaviour and services provided by ESSA members and accredited professional can make a complaint to ESSA.

ESSA members and accredited professionals must abide by ESSA’s standards and policies, and decisions made by the ESSA Board, its Councils and other Board delegated authorities. The ESSA Code of Professional Conduct and Ethical Practice ("The Code") is the core document which informs and guides the ethical practices of exercise and sports science professionals. 

If you want to make a complaint about an ESSA professional or find out a little more about the process, please see information under the heading "For The Complainant".

If you have had a complaint made against you or you think a complaint may be made against you, please see information under the heading "For The ESSA Professional". 

ESSA's Requirements

  • ESSA maintains a fair, equitable and impartial complaints process. This means gathering evidence and statements from all parties.
  • ESSA is both the regulatory body and the membership body for Exercise and Sports Science Professionals. The complaints process sits under the regulations arm of ESSA. While this is the case, the nature of a complaint may involve an ESSA professional's membership and/or accreditation 
  • ESSA exists to promote the interest and profile of sports and exercise professionals and maintains an interest in ensuring that our members honour the high standard that The Code aspire to uphold. As a self-regulating professional body, ESSA is required by Government and Regulators to have a Code of Conduct and a robust complaints and disciplinary processes. Accordingly, ESSA maintains a legitimate interest in ensuring all complaints are reviewed in line with The Code.

Useful Information

  • There are no set timeframes around how long the complaint process will last – ESSA will keep you updated of the progress of the process. ESSA aims to resolve the process in a timely manner, while ensuring all parties are afforded a fair opportunity to provide evidence and responses
  • ESSA investigates to determine the validity of a complaint or response
  • ESSA will refer you to the appropriate organisation if your complaint is related to employer/employee contracts or NDIS
  • The case may be dismissed at any point throughout the process
  • Failure to provide evidence that is true and accurate, to your knowledge, may result in ESSA taking action against you

For The Complainant

You can make a complaint to ESSA if you are concerned and ESSA member and/or accredited professional has breached The Code.

How to Make a Complaint

You can make a formal complaint by completing The ESSA Complaints Form  

Before you make a complaint

Please contact the ESSA office on 07 3171 3335 if you would like to discuss any particular concerns.

What Type of Evidence Can Be Provided

Evidence from either party can include, but is not limited to

  • Case notes
  • Screenshots
  • Emails
  • Letters
  • Signed affidavit
  • Statutory declaration

How The Process Works

Click here to download the complaints process infographic .

Your complaint is within ESSA’s jurisdiction and meets The Code threshold

  • You make a complaint to ESSA
  • ESSA reviews the complaint and an investigation begins
  • The ESSA professional has the opportunity to respond to the complaint
  • ESSA will then provide you with an opportunity to respond to their response
  • The ESSA professional is given a final opportunity to respond
  • All responses and evidence are provided to the Ethics and Disciplinary Committee for review and decision
  • You and the ESSA professional are advised of the outcome

Note: ESSA may also refer your complaint to a more appropriate complaints body. 

Your complaint does not fall within ESSA’s jurisdiction and meets The Code threshold

  • You make a complaint to ESSA
  • ESSA reviews the complaint and notes that it falls outside of ESSA’s jurisdiction
  • ESSA advises you of this and directs you to the appropriate organisation
  • You will be advised of the process by the appropriate organisation

Your complaint does fall within ESSA jurisdiction and does not meet The Code threshold

  • You make a complaint to ESSA
  • ESSA reviews the complaint and determines it is not in breach of The Code
  • ESSA provides a written response outlining why it does not meet the threshold
  • The case may be resolved/closed at any point during the process.
  • You can contact ESSA at any time to discuss your options.

What Outcomes Are Available For Your Complaint

The complaints process can lead to a number of outcomes. Below are some examples, however this list is not exhaustive.

  • Complaint is dismissed as no breach has been found
  • ESSA requests for additional education
  • ESSA provides a direction action that must be compiled with
  • ESSA forwards the complaint onto another appropriate organisation
  • A warning or reprimand is issued
  • Professional has their ESSA accreditation and/or membership suspended for a period of time
  • Expel a member from ESSA
  • Permanently remove an individual’s accreditation

What Your Options Are

  • You can choose to remain anonymous throughout this process. ESSA will do everything within its power to ensure your identity is kept anonymous. In some cases, the ESSA professional may be able to identify who the person(s) is based on the nature of the complaint.
  • All contact will be with ESSA and not the ESSA professional, unless you agree to a conciliation session.
  • You can choose to withdraw your complaint at any time. However, ESSA may still pursue the case if there are reasonable grounds to do so.
  • It is important that you advise ESSA what you would like the outcome of the complaints process to be.
  • ESSA may decide on a course of action that is different to your preferred outcome based on the all the information obtained during the investigation.

Other Complaints Bodies

There may be other bodies you can make a complaint to.

National Code of Conduct for Health Care Workers
A National Code of Conduct for health care workers/National Code of Conduct for general health services is being implemented in each Australian state and territory. This code gives consumers greater protection for services by health care workers who are not part of the National Registration and Accreditation Scheme for health practitioners. Please see each state below for links to the relevant code and display information.

ESSA recommends health care workers display:

  • A copy of the National Code of Conduct relevant to your state
  • Information on how to make a complaint
  • Evidence of the qualification of the health care provider

Breaches of National Code of Conduct for health care workers 
To view the National Code of Conduct for health care workers/National Code of Conduct for general health services in each state and territory or to make a complaint about a breach of this code, follow the links below.

*Information for other states and territories will be added once it is available. 

For The ESSA Professional

Having a complaint made against you can be a difficult process to undergo. ESSA has laid out some useful information to assist you through the process.

How the Process Works

Click here to review the complaints process infographic.

  • A complaint is made against you
  • ESSA reviews the complaint
  • If the complaint falls within ESSA’s jurisdiction and meets the threshold of The Code, you will be advised of the complaint
  • You will have an opportunity to respond to the complaint
  • The complainant will then have an opportunity to respond to your response
  • You will have a final opportunity to respond to their response

Helpful hint:

  • You should provide as much evidence as possible to accompany your responses.

How To Manage A Complaint

If a complaint is made about you;

  • You should not contact the complainant directly
  • Should provide as much accompanying evidence as possible when requested
  • Are able to contact the complaints team to find out specifics relating to your case
  • Your ESSA accreditation and/or membership will not be impacted during the complaints process
  • You are able to contact ESSA for general advice and membership services

Helpful hint:

  • If the complaint is being managed outside of ESSA’s jurisdiction, it is important that you contact the appropriate organisation as ESSA may not be able to provide you with an update on your case

What Type of Evidence Can be Provided

Evidence from either party can include, but not limited to

  • Case notes
  • Screenshots
  • Emails
  • Letters
  • Signed affidavit
  • Statutory declaration

What Are Your Requirements


  • You must comply with legislation and regulations within the industry.
  • It is your responsibility as an ESSA professional to meet the principles in The Code in all of your professional interactions. This commitment is renewed by declaration at annual renewal.
  • You may want to contact a legal professional and your insurer to advise them of the complaint and find out what your options are

What The Possible Outcomes Are

The complaints process can lead to a number of outcomes. Below are some examples, however this list is not exhaustive.

  • Complaint is dismissed as no breach has been found
  • ESSA requests for additional education
  • ESSA provides a direction action that must be compiled with
  • Conciliation is facilitated by ESSA between the parties
  • ESSA forwards the complaint onto another appropriate organisation
  • A warning or reprimand is issued
  • ESSA accreditation and/or membership is suspended for a period of time
  • Person is expelled as a member from ESSA
  • Accreditation is permanently removed

Frequently Asked Questions

FAQs

What can I make a complaint about?

ESSA can investigate complaints made about an ESSA professional whose behaviour is in contradiction to The Code, industry requirements or relevant legislation.

Can I put a complaint in anonymously?

Yes. You are able to put a complaint in anonymously. However, it is important to note that it may be possible for the ESSA professional to work out who made the complaint based on the nature of the complaint.

How do I make a formal complaint?

You can make a formal complaint by calling the ESSA office, emailing the complaints team and/or completing the Complaints Form.

Can I make an informal complaint?

Yes. You can informally complain about an ESSA professional. This process requires a phone conversation with the ESSA complaints team. An informal complaint may be noted on the ESSA system, however no official outcomes may be actioned.

What should I include in my complaint?

  • What happened?
  • Where the event(s) took place
  • When the event(s) took place
  • Who was involved
  • Any evidence to support the complaint, including potential witnesses
  • Any actions taken prior to the complaint being lodge
  • The preferred outcome for the complaints process

How long does the complaints process take?

This depends on the nature of the complaint and the proceeding investigations. The ESSA professional will be given 14 days to respond to a complaint and the complainant will be given 14 days to respond to their response. This process happens twice. ESSA will then need to convene an Ethics and Disciplinary committee meeting.

Who decides the outcome of the complaint?

The individual making the complaint has the opportunity to say what their preferred outcome for the complaints review would be. However, the ESSA complaints team and/or the Ethics Committee will make the final recommended outcome to the ESSA Board or Accreditation Council for decision.

How often does the Ethics Committee convene?

The Committee are convened only when there is a complaints case to be reviewed.

A complaint has been made about me, what do I do?

If a complaint has been made about you to ESSA, a member of the complaints team will contact you to advise of the next steps. This generally involves providing evidence to support your response. During the complaints process, your ESSA membership and accreditation will not be affected.

Can I still access membership services if a complaint has been made about me?

Yes. ESSA has 2 divisions, the membership division and the regulations division. The complaints are managed by the regulations part of ESSA. You can still access membership services, including advice on managing complaints during the complaints process. The specifics of your complaint can only be discussed with the complaints team.

Will I need to appear before the Ethics Committee?

This is unlikely during the investigation stages of the complaints process. Evidence will be provided to the Ethics Committee by way of correspondents for review.

What if I am dissatisfied with the outcome?

All outcomes are final. If you are unhappy with the outcome, please provide contact a member of the complaints team to discuss further

Updated December 2022