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COMPLAINTS

The complaints process is open to everyone.

You do not need to be an ITBR member to lodge a complaint. Buyers, vets, and members of the public can all use this process. Complaints are treated seriously, investigated formally, and responded to in writing.

WHAT CAN BE COMPLAINED ABOUT

Grounds for a formal complaint

A complaint may be lodged where there are reasonable grounds to believe an ITBR member has breached any of the following:
 

  • The ITBR Code of Conduct — including advertising claims, buyer conduct, or social media behaviour
     

  • The ITBR Code of Practice — including animal welfare, housing standards, or record keeping failures
     

  • The ITBR Code of Ethics — including health testing obligations, genetic compatibility, or registry type misrepresentation
     

  • Selective litter registration — registering some but not all offspring from a litter using standards, or record keeping failures
     

  • Sale of an animal with incorrect or misleading register status information
     

  • Genetic Compatibility Guidelines — including breeding from an incompatible pairing or breeding from an HC offspring
     

  • Fraudulent or falsified documentation — health test results, pedigree certificates, or veterinary certificates
     

  • Conduct in ITBR Facebook groups that violates the Community Group Rules

 

THE PROCESS

What happens after you submit

1

Submit the Formal Complaint Form
 

Email the completed form and any supporting evidence to complaints@integritytestedbreeders.com.au. Attach any relevant documentation: receipts, photos, messages, certificates, veterinary reports.
 

No fee to lodge

2

Acknowledgement

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ITBR will confirm receipt of your complaint by email within 5 business days. The respondent (the member complained about) is notified that a complaint has been received if considered a valid complaint per our ITBR complaints and disciplinary action proceedings.

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Within 5 business days

3

Investigation

 

The ITBR committee reviews the complaint, may request additional information from both parties, and may refer to external expertise where the matter involves veterinary, genetic, or legal questions. Both parties may submit written statements. No oral hearings are held.

4

Determination

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The committee issues a written determination to the individual being complained about stating: whether the complaint is upheld, not upheld, or partially upheld; what consequence (if any) applies; and the fine (if any) that has been imposed on the respondent. Upheld complaints where financial penalties apply are payable within the stated period. 

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The individual has the opportunity to oppose the decision. 

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