Complaints
CICM is committed to a fair, reasonable, transparent, and timely
complaints process.
CICM Complaints policy and process
The CICM Complaints policy outlines the College’s role in
addressing complaints and includes information on how it manages the
complaints it receives.
If you are considering making a
complaint, it is essential that you read the CICM Complaints policy which
can be accessed here.
The Complaints policy includes important information on external agencies
who have the legal authority to investigate complaints which are not
within the remit of the College.
If your complaint relates to bullying, discrimination or sexual harassment
please refer to IC 20 – Prevention of bullying, discrimination and harassment in the workplace before lodging a complaint.
How to lodge a complaint
You can lodge a complaint by:
-
Completing an online form via Elker platform
-
If you have already lodged a complaint, please click here to login and check the status.
-
Writing to CICM and posting the complaint to Unit 201, 2 Porter Street,
Prahran, Victoria 3181
- Calling +61 (03) 9514 2888
How does the online complaint process work?
To allow anonymity within the CICM complaints process, the College has
partnered with a private company Elker, who have developed an online
platform for complaints management.
Complainants can choose to provide their contact details or remain
anonymous. The online system asks complainants a series of simple
questions to help us understand the nature of the complaint. The system
also allows complainants to upload additional documentation to support
their complaint (if appropriate).
Once the complaint is submitted, complainants can choose whether (or not)
they wish to receive notifications on the progress of their complaint and
their preferred method of receiving notifications. Elker will then update
the complainant (via their chosen method of receiving notifications) on
the progress of the complaint within the system.
To protect your privacy and ensure confidentiality, a pseudonym will be
used in all records and communications regarding your complaint. This
measure is taken to maintain your anonymity throughout the resolution
process.
Complainants who elect not to receive notifications, can still access the
Elker platform to view the progress of their complaint by opting for a
username/password or log in key.
All complainants will receive an email from Elker acknowledging that the
CICM complaint has been received and that an update will be provided in
three business days.
For further information on Elker please refer to their privacy policy and FAQ.
Privacy
All complaints received by the CICM are treated confidentially and in line
with the College's Privacy Policy.
In some circumstances, it may be necessary for the College to disclose
information to a third party. When required by law: for
example, if there is an imminent threat to a person’s safety, where
a workplace health or safety risk is identified or where required during
criminal investigations and court proceedings.
Member support
Members requiring professional or personal support can access CICM's
Member Assistance Program (MAP) from Converge International.
Further
information relating to the Program, including how to access support can
be found here.
Quality improvement
All complaints received via the College’s complaints process will be
used to improve its services and processes, particularly complaints
relating to our training program, the accreditation of training sites,
education, Continuing Professional Development (CPD) and support and
welfare of our trainees and Fellows.
Summary of CICM Complaints
2025 Complaints Summary Infographic