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This article was published in the August 2025 edition of Vetboard Victoria's newsletter. Content was current at the time of publication but there may have been changes since then, as rules, standards and professional and community expectations change over time. Readers are also referred to our Guidelines for appropriate standards of veterinary practice and veterinary facilities.

Clients have the right to make complaints to the Board

A client has the right to make a complaint to you and/or Vetboard Victoria.

If a client tells you that they are considering lodging a complaint with us, it is inappropriate to discourage them from doing so.

The Board expects vets to try to resolve complaints with their clients, offering explanations and proposing remedies as appropriate. However, it would be both unethical and unprofessional to propose a resolution which was conditional on your client not lodging a complaint with the Board, or to foreshadow legal action if they say they are considering contacting the Board. It can be helpful for clients to seek an independent view, and on occasion we have been contacted by an animal owner on their vet’s recommendation.

Any resolution you propose to a client should be based on the merits of their complaint, not on whether they will pursue further action.

The Board is committed to managing complaints sensitively and in accordance with our legal obligations and regulatory remit, and observing confidentiality, privacy and principles of natural justice.

If a client lodges a complaint with us, we would first assess their concerns to decide next steps. Not all complaints are investigated. If the complaint is investigated, we would collect information from you and other sources as appropriate so we can make a fair and accurate assessment of the matters raised by the complainant.

While the process can take time, it should not be assumed that an investigation will result in a decision to proceed to a hearing, nor that any hearing (if held) would result in a finding of unprofessional conduct. If any conduct concerns arise from a complaint, the Board’s goal is to ensure that a veterinary practitioner improves their practice so they meet the standards reasonably expected by veterinary peers and the public.

The Board recognises that veterinary practitioners may experience stress when notified of a complaint about their professional conduct. When notified of a complaint, the practitioner is encouraged to contact support services such as the Australian Veterinary Association’s counselling service if they feel they need some professional support: Support for vets.

Relevant guidelines