Disciplinary and complaints procedure
Complaints might be concerning the conduct of the admissions panel, the conduct of the NRAC Manager, general administration or against a Member's professional behaviour.
Complaints against the NRAC management
For complaints against the NRAC management, the complainant will be required to notify the NRAC Manager of the nature of the complaint. These complaints may be in relation to administration, procedural matters or other aspects of the NRAC Manager's role.
The NRAC Manager shall inform the Management Group as soon as the complaint is received. The Management Group, which consists of representatives from various disability and professional organisations, will investigate the complaint and take any necessary action should the complaint be upheld.
Complaints against Members
For a complaint to be upheld against a Member their actions must have been in breach of the Code of Practice. The disciplinary procedures are closely related to the Code of Practice to which each Member must agree to obey. Disciplinary proceedings will occur when a consultant does not adhere to the conditions within the Code of Practice. This will be drawn to the attention of the NRAC management when a complaint or is received. The NRAC will take proactive steps to maintain quality.
When a complaint is received concerning a Member of the NRAC, the NRAC Manager will:
- notify the Member that a complaint has been received within ten days
- request the Members response to the complaint to be submitted within 28 days
- submit the initial complaint and response to the Disciplinary Panel (which will be similar in construction to the admissions panel). The complaint may be settled at this stage depending on the particulars of the complaint. This may be due to the minor nature of the complaint or if the facts of the complaint are not disputed. A decision will be reached within 14 days of receipt of the Member's initial response.
If the complaint is not settled at this stage the Disciplinary Panel will investigate the matter further. The Member will be required to attend a disciplinary hearing to discuss the complaint within a further 28 days. A decision will be made within seven days and both parties will be notified in writing of the Disciplinary Panels decision.
If the Disciplinary Panel find against the Member, appropriate action will be taken. Due to the variety of complaints and circumstances that may arise it cannot be stated exactly what this action will be all cases. However, if the Member is found to have committed a serious and deliberate breach of the Code of Practice they will be expelled from the National Register of Access Consultants.
