Animal Assisted Intervention International

Complaints Policy

The Board of Animal Assisted Intervention International (AAII) is very keen that members uphold the spirit of the Standards of Practice agreed by the membership. Whilst the Board takes complaints against any members very seriously, it is not in a position to investigate every complaint in detail. In dealing with complaints against members, the Board will undertake the following process:

1. Any complaint to AAII about the conduct of a member must be made in writing.

2. Where there is clear video or written evidence of a breach of the standards that the Board can review and take a view on, it will do so as soon as practicable.

Where in the unanimous view of the Board a member appears to have committed a clear breach of the standards, the Board will delegate a small group of the Board (and possibly other technical advisors appointed by the Board) to discuss the issue in detail with the member. This group will report back to the Board with a decision made on whether any further action is required.  This could result in action being taken against the member – either a warning or, in serious cases, termination of membership. In making decisions about any sanctions against the member, the Board will consider the response of the member and any mitigating issues, including the seniority of the person against whom the complaint was made, the relationship of the complainant to the member, etc.

Where membership is terminated, the member will get back their annual membership fee pro rata. Members would be free to reapply for membership of AAII after two years.

The complainant will be informed of the outcome of the process.

3. Where the complaint evidence is less clear, the Board will inform the member of the complaint and propose that the member finds a way to resolve the issue with the complainant. A note of the complaint will be kept on file by AAII and the issue raised with the member by any assessor at the time of accreditation or re-accreditation. The complainant will be informed of this process.

4. Members must have a written complaints procedure and make that clear to their clients.