Consumer Information

Consumers of veterinary services in Australia can be comforted by the fact that registered veterinary practitioners have been awarded the university degree of Bachelor of Veterinary Science (BVSc) either by an accredited Australasian University or an accredited overseas university - see Graduates eligible for Full Registration without further examination.

Those graduates, who do not have a qualification from an accredited university but have a veterinary degree, must sit the National Veterinary Exam (NVE).

Details regarding the competencies of Australian graduates and the accreditation of veterinary universities, as documented by the Australasian Veterinary Boards Council (AVBC), can be found here.

Complaints Procedures

Complaints Handling Process

The Board will investigate complaints regarding allegations of professional misconduct underPart 5 of the Veterinary Practice Act 2003. The Board has established a ‘Complaints Committee’ who will perform the investigation and will make a recommendation to the Board, who in turn will make a decision regarding a complaint.

A person making the complaint must complete the Complaint Form and submit it to the Board. The complaint form is also a statutory declaration.

The Board will only investigate complaints regarding fees charged when an estimate of fees for treatment has not been indicated and agreed by the client.

Other complaints regarding fees should be directed to NSW Department of Fair Trading, click here to view their website.

The Procedure for investigation of Complaints by the Board

• The letter of complaint is tabled before the Complaints Committee which meets once per month or as required.
• The letter of complaint is forwarded to the veterinary practitioner(s) concerned.
• Once the veterinary practitioner's reply has been received by the committee, it is forwarded to the complainant. The complainant may make written comment regarding the veterinary practitioner's reply or withdraw the complaint.
• The committee may particularise the complaint and seek a response from the veterinary practitioner(s) or dismiss the complaint.
• The practitioner(s) have the opportunity to submit a written response to the Board’s particularised complaint OR they can elect to appear before the Complaints Committee for oral representation.
• The Board or committee may seek expert advice as required.
• The Complaints Committee makes a recommendation to the Board.
• The Board makes a decision and both the practitioner and complainant are notified of the decision.

Decision of the Board

The Board may:

• dismiss the complaint
• reprimand or caution the veterinary practitioner
• impose a fine not exceeding $5,000
• impose conditions on the veterinary practition's registration
• require the veterinary practitioner to complete a specific educational course
• require the veterinary practitioner to report on his or her veterinary practice
• require the veterinary practitioner to seek and take advice in relation to the management of the practice
• require the veterinary practitioner to pay specified costs relating to the investigation

If the Board is satisfied that the veterinary practitioner is guilty of professional misconduct, it must apply to the Administrative Decision Tribunal (ADT) for a disciplinary finding against the veterinary practitioner (this may include a suspension). The Board may suspend the veterinary practitioner's registration pending the determination of the matter by the ADT.

The Board will notify the complainant of the outcome of the investigation when the matter has been finalised. This may take some months due to the part time nature of the Board. A complainant may have the right to seek action in the civil courts regardless of any action taken during or after an investigation by the Board.

For more information see the relevant section of the legislation.