PREAMBLE
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The ITBR Complaints and Disciplinary Proceedings Manual sets out the process by which complaints about ITBR members are received, assessed, investigated, and resolved. The complaints process exists to protect the welfare of animals, to protect the interests of buyers and the public, and to uphold the integrity of the ITBR registry and membership community.
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All complaints are treated seriously, fairly, and confidentially. The principles of natural justice apply throughout all proceedings, members subject to complaint have the right to be informed of the allegation and to respond fully before any determination is made. Vexatious or malicious complaints will not be tolerated and may themselves result in disciplinary action.
SECTION 1
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WHO CAN LODGE A COMPLAINT
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A formal complaint may be lodged by:
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Any current ITBR member regarding the conduct of another ITBR member.
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Any member of the public who has had direct dealings with an ITBR member in connection with the purchase, transfer, or care of an animal.
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A veterinarian, animal welfare officer, or other professional with direct knowledge of a welfare concern involving an ITBR member's animals.
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ITBR staff or committee members who become aware of a potential breach in the course of their duties.
SECTION 2
WHAT CAN BE COMPLAINED ABOUT
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Complaints may be made in relation to any alleged breach of:
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The ITBR Code of Conduct
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The ITBR Code of Ethics
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The ITBR Code of Practice
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The ITBR Genetic Compatibility Guidelines
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Any other formally adopted ITBR policy or guideline
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ITBR does not have jurisdiction over purely commercial disputes where no ITBR rule has been breached, or over matters that are criminal in nature, those must be referred to the appropriate authorities. ITBR will cooperate with law enforcement and animal welfare authorities in all such matters.
SECTION 3
HOW TO LODGE A COMPLAINT
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3.1 Submission
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Complaints must be submitted in writing using the ITBR Formal Complaint Form, available on the ITBR website or on request from ITBR administration. Verbal complaints will not be progressed. The completed form must be submitted to ITBR by:
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Post: addressed to the ITBR Complaints Officer at the registered ITBR postal address (found on our website)
3.2 What to Include
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A complete complaint submission must include:
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The full name and ITBR member number of the complainant (if applicable).
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The full name and ITBR member number (if known) of the member being complained about.
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A clear description of the conduct being complained about, including relevant dates and locations.
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Supporting evidence, which may include photographs, receipts, correspondence, veterinary records, or other documentation.
A signed declaration that the information provided is true and accurate to the best of the complainant's knowledge. The details of the individual submitting the complaint will be kept confidential.
SECTION 4
INITIAL ASSESSMENT
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4.1 Acknowledgement
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ITBR will acknowledge receipt of all formal complaints within five (5) business days of receipt. If the complainant hasn’t heard from ITBR in this timeframe please contact again to ensure it has been received.
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The complainant will only be notified further about the matter if needing further details to further the investigation. The outcome may not be notified to the complainant for legal and privacy reasons.
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4.2 Preliminary Assessment
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The ITBR Complaints Officer will conduct a preliminary assessment within fifteen (15) business days of receipt to determine:
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Whether the complaint falls within ITBR's jurisdiction.
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Whether the complaint is sufficiently supported to warrant formal investigation.
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Whether the complaint appears to be vexatious or malicious.
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Whether the matter should be referred to external authorities.
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Following preliminary assessment, the case will proceed to formal investigation, referred elsewhere, or will not be progressed if found to not be a breach or welfare concern.
SECTION 5
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BREACH CLASSIFICATION
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5.1 Minor Breach
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A Minor Breach involves a technical or administrative failing that does not directly compromise animal welfare, buyer interests, or registry integrity. Examples include:
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Failure to update the ITBR member profile within the required timeframe.
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Minor administrative errors in litter registration.
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Failure to provide required documentation within the specified period without good reason.
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First instance of a record-keeping deficiency.
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Or similar case, to be decided by ITBR.
5.2 Moderate Breach
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A Moderate Breach involves conduct that falls short of ITBR standards in a way that has the potential to affect animal welfare, buyer confidence, or registry integrity, but does not constitute a serious welfare failure or deliberate dishonesty. Examples include:
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Advertising animals with inaccurate health or genetic testing claims.
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Failure to provide required documentation to a buyer within required timeframes.
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Selling an animal with an undisclosed health or genetic concern.
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Producing a litter from animals without completing all applicable compulsory DNA health tests.
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Failure to respond to a complaint or ITBR communication within specified timeframes.
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Or similar case, to be decided by ITBR.
5.3 Serious Breach
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A Serious Breach involves conduct that directly harms or endangers animals, involves deliberate dishonesty, significantly damages the interests of buyers or the public, or brings the ITBR registry into serious disrepute. Examples include:
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Any act of cruelty, abuse, or neglect toward any animal.
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Falsification of DNA test results, pedigree records, or microchip documentation.
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Production of a litter from a prohibited genetic combination (carrier × carrier, carrier × affected, or affected × affected).
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Sale of any animal to a pet shop, wholesaler, or research facility.
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Abandonment of any animal bred or owned by the member.
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Repeated Moderate Breaches following a formal written warning.
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Deliberate misrepresentation of ITBR membership, prefix, or registry status.
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Or similar case, to be decided by ITBR.
SECTION 6
INVESTIGATION PROCESS
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6.1 Notification of the Respondent
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Where a complaint is to proceed to formal investigation, the member subject to the complaint (the Respondent) will be notified in writing within ten (10) business days of the decision to investigate. The notification will include a summary of the complaint and alleged breach, the classification applied, the timeframe for response, and information about the process and the Respondent's rights.
6.2 Right of Reply
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The Respondent must provide a written response to the complaint within fifteen (15) business days of notification. The response must address the allegations specifically and may include supporting documentation. Failure to respond within the required timeframe without reasonable explanation may be taken into account in determining the outcome.
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A final response will be provided to the breeder of the outcome within 15 business days of their reply.
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6.3 Investigation Panel
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Formal investigations will be conducted by an Investigation Panel of at least three (3) persons appointed by the ITBR committee. The panel will review all documentation from both parties, seek additional information where necessary, apply the principles of natural justice, and make a determination based on the balance of probabilities. No panel member may have a personal or financial relationship with either party.
SECTION 7
INTERIM MEASURES
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Where a Serious Breach is alleged, particularly any allegation involving animal welfare, the ITBR committee has authority to implement interim measures pending investigation. These may include suspension of litter registration privileges, suspension of access to ITBR databases, or full suspension of membership. Interim measures are not a finding of guilt. The Respondent will be notified of the reason for any interim measure imposed.
SECTION 8
OUTCOMES AND CONSEQUENCES
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8.1 Possible Outcomes
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Following investigation, the panel may determine:
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No breach found — complaint dismissed
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Minor Breach — formal written warning placed on the member's file (private), information on the correct policy provided and fine issued (outlined on fee schedule on ITBR website)
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Moderate Breach — formal written warning, and/or mandatory education or remediation requirement, and/or suspension of specific ITBR privileges (private), fine issued (outlined on fee schedule on ITBR website)
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Serious Breach — suspension pending further review, cancellation of membership permanent ban from reapplication, and/or publication of the outcome where relevant to public safety, fine issued if membership is maintained (outlined on fee schedule on ITBR website), further action may be carried out by external authorities
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* Any cancellations in membership will not result in a refund of membership or any pedigree’s being processed at that time.
8.2 Consequences
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Formal written warning
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Mandatory education or remediation requirement
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Suspension of litter registration privileges
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Suspension of membership pending investigation
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Cancellation of membership and removal from the ITBR registry
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Permanent ban from re-applying for membership
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Publication of cancellation outcome on the ITBR website (where relevant to public safety)
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Fines issued
SECTION 9
APPEALS
A Respondent dissatisfied with the outcome may lodge a written appeal with ITBR within twenty-one (15) business days of receiving the written determination. Appeals must state the specific grounds on which the determination is challenged. Acceptable grounds include procedural error in the investigation process; the existence of new evidence not available at the time of investigation; or an allegation that the finding was unreasonable having regard to the evidence. Appeals will be reviewed by a separate Appeals Panel with no members in common with the original Investigation Panel. The Appeals Panel's determination is final.
All appeals must be in writing and emailed to ITBR. Acknowledgement of receiving the appeal will be provided within 5 business days. A response to the appeal will be provided within 15 business days of receipt.
SECTION 10
CONFIDENTIALITY
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All complaint proceedings are confidential. The identity of complainants will be kept confidential from the Respondent where possible and consistent with the requirements of natural justice. Neither party is to discuss the complaint or investigation on social media, in public forums, or with third parties during the investigation period. Breach of this confidentiality requirement may itself constitute a breach of the ITBR Code of Conduct.
SECTION 11
VEXATIOUS COMPLAINTS
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A complaint found to be vexatious, frivolous, or malicious — made with the intention to harass, intimidate, or harm the Respondent rather than to genuinely report a breach — will result in dismissal of the complaint, a formal written warning to the complainant, and in serious cases, further disciplinary action against the complainant.
SECTION 12
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AMENDMENTS AND REVIEW
This Complaints and Disciplinary Action Page is a living document reviewed annually (at the minimum) to reflect changes in legislation, veterinary science, and best practice standards. Implementation will occur immediately when changes are made to this document and updated on our website for reference. Any changes can be discussed with ITBR directly.