1. Principles
Complaints are handled fairly, promptly, confidentially and free of charge. Members are afforded procedural fairness: they are told what is alleged, given a genuine opportunity to respond, and decisions are made by people without a conflict of interest.
This procedure does not limit anyone’s right to complain to the Valuers Registration Board of Queensland, another professional body, the Australian Taxation Office, the Australian Financial Complaints Authority (for insurance matters) or any other regulator.
2. Who can complain and about what
Anyone — a client, taxpayer, accountant, member of the public, another valuer or a regulator — may complain about:
- the conduct of an AIQV member or certified valuer in AIQV work, including breaches of the Code of Ethics
- the quality of an AIQV Desktop Valuation Assessment
- misuse of the AIQV credential or Certification Number
- the Institute’s own services, decisions or staff
3. How to make a complaint
Email complaints@australianinstitutequantitativevaluation.com.au or use the contact form on this website and select “Complaint”. Please include your contact details, the valuer’s name or Certification Number, the property address and report date (if relevant), what happened and the outcome you are seeking. We will help you lodge a complaint if you need assistance.
Complaints about the professional indemnity policy or claims handling should be made to the insurer or licensee as set out in the Financial Services Guide and Product Disclosure Statement.
4. Process and timeframes
| Stage | What happens | Target time |
|---|---|---|
| Acknowledgement | We acknowledge the complaint in writing. | 2 business days |
| Preliminary assessment | We assess whether the complaint is within scope and whether it can be resolved early. Out-of-scope complaints are referred, with reasons. | 10 business days |
| Member response | The member is given the substance of the complaint and invited to respond. | 15 business days to respond |
| Investigation | A Complaints Officer reviews the AIQV workspace file, Evidence Appendix and any other material, and may seek independent expert review. | As required |
| Determination | The Standards & Compliance Committee determines the complaint and gives written reasons to both parties. | Within 60 days of receipt where practicable |
If a timeframe cannot be met, we will tell the parties why and when to expect an outcome.
5. Possible outcomes
- No further action (complaint not substantiated)
- Guidance, counselling or further training
- A formal caution or reprimand
- Conditions on certification (for example, peer review of future reports)
- Suspension of certification and workspace access
- Cancellation of certification and removal from the public register
The Institute cannot award compensation. Claims for loss should be directed to the valuer and their insurer.
6. Interim suspension
Where there is a serious risk to clients or the public, the Committee may suspend a member’s certification and workspace access pending determination. The member is notified immediately with reasons and may make submissions within 5 business days.
7. Referral to regulators and insurers
Where conduct may constitute a breach of the Valuers Registration Act 1992 (Qld) or another law, the Institute may refer the matter to the relevant regulator, and will do so where required by law. The Institute may notify the insurer of circumstances that may give rise to a claim as required by the facility arrangements.
8. Review of decisions
A complainant or member may request a review of a determination within 20 business days by an independent reviewer who was not involved in the original decision. The reviewer may confirm, vary or set aside the decision.
9. Complaints about the Institute
Complaints about the Institute itself are handled by a person independent of the matter complained of, using the same timeframes. If you remain dissatisfied, you may contact the relevant regulator, including the Office of the Australian Information Commissioner for privacy matters.
10. Confidentiality and records
Complaint information is used only to handle the complaint, improve our standards and comply with law. Records are retained for seven years. Anonymised statistics may be published annually.