Code of Conduct & Complaints
Making a complaint
A formal complaints process is provided for consumers and Massage & Myotherapy Australia members as part of our commitment to upholding the integrity of the profession and protecting the wellbeing of clients through an effective and transparent method of managing complaints.
The Complaints Guidelines provide the formal facility to lodge and record complaints against Massage & Myotherapy members.
If the Code of Ethics is breached or a member is otherwise engaged in conduct unbecoming of a member, the Board may take disciplinary steps against that person.
The Association may choose to act on a complaint or, if required, discipline members. All matters of a serious nature involving reportable misconduct such as alleged sexual assault or fraud are forwarded to the appropriate authorities.
To ensure that a complaint is dealt with appropriately, complainants must complete and lodge the Complaints Form and forward it to:-
The Chief Executive Officer
Massage & Myotherapy Australia
Level 8, 53 Queen Street,
Melbourne, Victoria 3000
03 9602 7300
ea@massagemyotherapy.com.au
As a touch-based therapy, the quality of interaction between therapists and clients is vital for the client’s wellbeing. In effect, the quality of this interaction shows how clients feel about, and benefit from, the treatment they receive and whether the experience is a positive one.
As the peak representative body for Massage Therapists, Remedial Massage Therapists and Myotherapists in Australia, Massage & Myotherapy Australia provides a public service by maintaining a register of qualified member practitioners for referral and for responding to enquiries and complaints from the public. As part of this, our commitment to transparency includes recording and publishing reports on complaints received and the data collected. The reports provide an opportunity for the tertiary education sector to adjust and align ethical conduct and contributes to member education and training. The documents include:
Code of Ethics–Complaints
Members of Massage & Myotherapy Australia must adhere to the Code of Ethics, Standards of Practice, which are aligned to the legislated National Code of Conduct in each State and Territory.
The Codes and Standards outline the professional conduct expected of members to preserve and enhance their professional reputations as well as the general reputation of the massage industry in Australia.
The Codes and Standards reflect the values of Massage & Myotherapy Australia and serve to protect the general public.
The Code of Ethics, Standards of Practice and National Code applies to all members who must renew their agreement to adhere to these requirements upon joining the Association and with their annual membership renewal.
In the health care environment, sexual assault, inappropriate treatment or comment between providers and clients is considered professional sexual misconduct and is reportable to authorities. Fraudulent behaviour is also reportable as a misconduct offense and illegal.
Our Code of Conduct
Many people are nervous ahead of their first massage or myotherapy session. This is understandable.
This is why Massage & Myotherapy Australia has put in place a strict code of conduct that all our practitioners must adhere to if they are to benefit from being a member of our service.
As well as reflecting the values of our organisation, this document makes clear the level of professional conduct that is expected when dealing with clients at all times. The ethics and standards described are aligned to the National Code of Conduct which applies in each state.
In addition, clear guidelines are provided as to how practitioners must behave if a complaint is made against them. This includes making it as easy as possible for the patient involved to register the details of grievance with the relevant authorities.
Why have a code of conduct?
As the leading national representative body for massage and myotherapy practitioners, Massage & Myotherapy Australia knows the importance of building trust in the professions. Our code of conduct is integral to this.
While our members are all highly qualified, we take public safety and wellbeing seriously, and the code of conduct is a way of safeguarding both of these. So let's take a look at what is included.
What's in our code of conduct?
Our code of conduct is a comprehensive document that covers all facets of practitioner-client interaction. Here are some of the most important aspects from a customer point of view:
- Professional conduct - This includes rules relating to maintaining their professional education, having appropriate levels of insurance and patient record keeping.
- Confidentiality - These regulations refer to the handling of confidential client details.
- Clinical settings - Here we're talking about the safety and hygiene with regards to the setting where sessions take place.
- Honesty - Practitioners must be realistic when promoting their services and not exaggerate the expected results of sessions.
- Fitness to practice - Our members must be well themselves when working and must allow patients to make decisions about their care.
- Client relationships - Client relationships should be handled with integrity and within professional boundaries.
- Vulnerable persons - Practitioners need to treat vulnerable persons with respect, and treat them equally to other clients.
- Misconduct and complaints - There are clear rules for members who are alleged to be in breach of this code, as well as the expected behaviour if a complaint against them is made.
Clinical Record Keeping
Taking Clinical Notes/Records is an important and necessary aspect of being a professional therapist. Taking adequate and appropriate records ensures therapists are able to monitor the health of clients as well as meeting your Private Health Fund and Association requirements. Maintaining records is also a legislative requirement under the National Code of Conduct for Health Care Workers.
The Code of Conduct requires therapists to maintain accurate, legible and current clinical records for each client and every consultation. Records in either hardcopy, digital, or both, must be held securely and not be subject to unauthorised access. Therapists need to take the necessary steps to assist clients’ access to information contained in their health records if requested and ensure that records are transferred in a timely manner when requested to do so by the client or their legal representative.
Components of Clinical Notes need to include the following:
- Informed Consent
- Treatment Plan
- Assessment Plan
- Contraindication (natural and prescribed).
Massage & Myotherapy Australia has produced a series of Informed Consent and Client History Forms available to members only. The Association recommends that members use these as a source to create their own Informed Consent and Client History Form.
If your massage therapist, remedial massage therapist or myotherapist does not take clinical records after treatment, you can notify Massage & Myotherapy by email at info@massagemyotherapy.com.au or by making an official complaint.
Health Care Complaints Commission
Members of Massage & Myotherapy Australia are required to act in accordance with the Association’s Constitution, Code of Ethics and Standards of Practice and the National Code of Conduct for Health Care Workers in your state or territory.
Members will observe the highest standards of ethics, integrity and professional conduct. Ethical behaviour is not simply compliance with legal requirements; it extends to honesty, equity, integrity, and social responsibility in all dealings. It is behaviour that holds up to disclosure and to public scrutiny.
Members and the public can register a complaint with Massage & Myotherapy Australia at any time. Massage & Myotherapy Australia encourages members and clients to make a formal complaint so that the matter can be investigated and heard by the relevant legal authority or jurisdiction. The National Ethics Committee which is appointed by the Association’s Board can also hear or refer such matters.
Matters that are of a serious nature will be referred to the police and/or appropriate authorities. Complaints can also be made to any of the Health Commissioners in any State or Territory (see below).
Sexual Misconduct
In the health care environment, any sexual assault, inappropriate treatment or comment between providers and clients is considered professional sexual misconduct. This behaviour is unethical and an extreme breach of trust, and causes irreparable harm to the victims. This is not a single gender-specific concern as documented cases of same sex therapist/client misconduct have been recorded.
If you feel in any way that sexual assault or abuse has taken place, Massage & Myotherapy Australia strongly recommends that you contact one of the supporting organisations provided in the brochure below or by clicking 'Making a complaint' on the Association website. Discussing the matter with a trained counsellor in this area can help you clarify your complaint while supporting you personally.
If a client or patient of any health service provider reports an incident to you, he/she is entitled to make a complaint. The appropriate authorities are listed at the end of the brochure below. The client should also register a statement with his/her local police. Sexual Misconduct by any health service provider is against the law and should be reported.
