Whereas Divisions 1 and 2 of the Code focus on how architects should conduct themselves and interact with their clients, Division 3 recognises that architects must be supported by adequate systems, resources and records.
Architects must have a written procedure in place which provides for prompt, professional and courteous handling of complaints and sets out—
(a) details of any special arrangements for resolving disputes; and
(b) the process for making a complaint to the Board; and
(c) a reasonable timeframe for handling complaints, as far as practicable.
A complaint handling process is a fundamental aspect of professional conduct, providing an important mechanism for maintaining trust, accountability and service improvement.
By requiring architects to have a written procedure to handle complaints, the Code seeks to ensure that clients know how to raise concerns and that architects are equipped to respond to them professionally.
A written procedure gives clients confidence that their concerns will be taken seriously and dealt with in an orderly and timely way. It removes the uncertainty of not knowing who to contact, how to complain, or what will happen next.
A well-designed process to handle complaints can protect architects by giving them the opportunity to understand, respond to and resolve client concerns before they escalate. This, in turn, can preserve the client-architect relationship intact and reduce the risk of a formal complaint to the ARBV.
However, the Code does require the written procedure to set out how complaints can be made to the ARBV. This makes clients aware of their right to complain to the ARBV, including in circumstances where the architect’s complaints handling procedure does not lead to a satisfactory resolution.
- Draft a written Complaints Handling Procedure that is suited to your practice. It should be clearly documented, accessible to clients, and provide a genuine pathway to achieve resolution of a complaint.
- The Complaints Handling Procedure could be (but does not need to be) based on Australian Standard (AS/NZS 10002:2022 Guidelines for complaint management in organizations).
- It need not be lengthy, but should clearly set out:
- how a client can make a complaint or raise a dispute (e.g. in writing via email, possibly to a particular person within a practice or designated email address, via a specific form or other readily accessible mechanism);
- how that complaint or dispute is to be acknowledged by the practice;
- the process for responding (including the timeframe within which a response can be expected);
- any next steps if the complaint or dispute cannot be resolved (e.g. whether there is any external or independent dispute resolution).
- This procedure must also be referenced in the client agreement under clause 6(4)(r) of the Code.
- When a complaint is received, the procedure should be followed.
Updated