Resolving concerns

What you can do

If someone raises a concern directly with you, the best thing you can do is work with them to try to resolve it.

  • Listen to their concerns and make sure you fully understand them.
  • Take time to consider your response.
  • Contact us if you would like help

Most concerns can be resolved if they are dealt with openly and quickly.

If members of the public contact us, we tell them to approach the engineer first. They may write to you or request a meeting.

If they remain unsatisfied, the person may contact us for help.

How we resolve concerns

We resolve concerns by following a fair, transparent and proportional process. We focus on learning, quality improvement, and appropriate accountability.

We will help the person to resolve their concerns directly with you, where possible. But if the concerns raise serious issues of competence, health or safety, we may need to take formal action.

Once the person has told us their concerns, we will ask you for your response. It’s important that we hear both sides of the story. Please make sure that your response is as clear and detailed as possible. Provide us with all relevant information, including:

  • Exactly what happened (including dates)
  • Documentation (including contracts and reports)
  • Correspondence
  • Steps you have taken to resolve the person’s concerns
  • Names of any other people who might be able to provide information

Once we know your side of the story, we will assess the concern. We might also contact other people involved or source relevant documents.

Then we consider how best to resolve the situation. Different options include:

  • Asking if you are open to an alternative disputes resolution process.
  • Using the concerns as an educational opportunity and a reminder of your professional obligations.
  • Reviewing your competence.
  • Commencing a formal investigation and disciplinary process.