Social Workers Registration Board

Complaints

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Complaints information

We have established an independent Complaints and Disciplinary Tribunal for handling complaints about Registered Social Workers. You can download a one-page flowchart a summary of the Tribunal's Disciplinary Process here (PDF).

If you are a member of the public wishing to make a complaint, you will need to follow this process:

  1. You need to confirm whether the social worker you intend to make a complaint about is registered with the Social Workers Registration Board. The SWRB office can confirm the status of the social worker. If they are registered, they will appear on the Register.
  2. You will need to set out the grounds for your complaint. Initially this can be done orally or in writing to the Registrar of the SWRB.
  3. Your complaint will be promptly acknowledged by the Registrar. (If the complaint is about a social worker who is employed in the provision of health service or disability services, it could be notified or referred to the office of the Health and Disability Commissioner).
  4. When a complaint is received the Registrar will immediately notify the Chair of the independent Complaints and Disciplinary Tribunal, as per Part 4 of the Social Workers Registration Act 2003 covering Discipline (sections 59 to 87).
  5. The Chair of the Tribunal will consider the grounds for the complaint and then decide either to:
    1. not pursue the complaint; or
    2. refer the complaint to a Complaints Assessment Committee (CAC).
  6. The process for investigating a complaint against a social worker is very thorough and can take some time. If the complaint is referred to a CAC a determination will be made as to whether:
    1. the complaint could be resolved through conciliation; or
    2. the complaint should be submitted to the Complaints and Disciplinary Tribunal (refer to point 7); or
    3. that no further steps should be taken.
  7. If the CAC determines the social worker has breached the Code of Conductm the complaint will be submitted to the Tribunal as a charge. The Tribunal will hold a hearing, which is likely to be conducted in public. Preceding the hearing the Tribunal may impose restriction of practice in relation to the social worker.
  8. Dependent on its final finding the Tribunal may make an order resulting in a penalty against the Registered Social Worker (this would be open to appeal). The information is also available in brochure format – download PDF here.