How to Make a Complaint About Design Services
We're here to help resolve disputes and protect consumers of design professional services
This information has been prepared as a guide to Design Institute of Australia (DIA) members and State Branch Councils, for members of the community involved in a dispute with a designer, and for consumers seeking protection in their engagement with design professionals.
It sets out the circumstances in which the DIA may be involved in disputes, the processes that will be followed, and the consumer protection measures in place.
A complaint can come from a member (individual or organisation), a member’s client, any member of the public, or consumers of design services bringing a complaint against a member.
The DIA maintains two distinct pathways:
Professional disputes pathway – for disputes between design professionals
Consumer protection pathway – for complaints by consumers about professional services
Professional disputes pathway
For disputes between design professionals:
Professional conduct concerns
Copyright or intellectual property disagreements
Contract disputes between designers
Fee or quality of work disputes
Employment matters
Consumer protection pathway
For complaints by consumers about professional services
Poor quality work or unfinished projects
Overcharging or unexpected fees
Missed deadlines affecting your project
Safety concerns with design work
Misrepresentation of services or qualifications
Communication problems with your designer
Disputes and Consumer Protection
Practice Note
This Practice Note outlines the Design Institute of Australia’s policy and process for resolving disputes relating to design services and protecting consumers of design professional services. DIA Members can download this practice note free of charge.
When the DIA can act
Professional Disputes Pathway
The DIA can act when a professional dispute involves:
a DIA member and another member
a matter brought to the DIA by a third party regarding the practice of a member where both parties agree to the process
a DIA member and a client if the client agrees in writing to the terms, conditions and processes of the DIA in its role as arbitrator of the matter
Consumer Protection Pathway
The DIA can act on consumer protection matters when:
a consumer complaint is made against a DIA member regarding professional services
the complaint raises potential consumer protection issues regardless of whether the consumer agrees to participate in formal dispute resolution
professional standards or consumer safety concerns are identified
How It Works
1. Written complaint
Complaints raising potential disputes must be made in writing to the Chair of the Governance and Risk Committee. This letter must formally request action by the Design Institute of Australia.
2. Initial assessment
The Chair of the Governance and Risk Committee will reference the Constitution, the Charter, Professional Standards requirements, and other properly approved documentation to decide whether:
the matter falls within the authority of the DIA
the complainant has provided sufficient information and details in support of their case
consumer protection concerns are present
urgent action is required to prevent consumer harm
3. Information gathering
The Dispute Committee should write promptly to the complainant specifying that the Chair of the Governance and Risk Committee has formed the opinion that the matter requires further investigation.
During information gathering, the complainant must submit any further information requested by the Committee within specified timeframes. The Committee should be mindful that inadequate supporting information may indicate unsubstantiated claims, and formal notification to the subject should not proceed without reasonable evidence.
4. Investigation
As soon as relevant information and agreements have been gathered, the Dispute Committee should meet to consider the matter comprehensively.
The Committee may offer parties a forum for negotiated resolution at any stage if it believes such a meeting would produce the best outcome. All meetings are conducted under DIA control with appropriate consumer protection safeguards.
4. Decision
The Dispute Committee must agree on a decision. The Dispute Committee may recommend courses of action to assist with resolution, including offering forums for negotiated resolution.
If the Dispute Committee finds that disciplinary action should be taken against a DIA member, the Chair of the Governance and Risk Committee will seek endorsement by the Board. If endorsed, the Chair will inform all parties in writing of the decision, which the national office will implement.
5. Appeals and review
The DIA recognises the importance of natural justice and provides a limited appeals process while maintaining efficiency and finality. Appeals Committee decisions are final. No further appeals are available within the DIA process.
Consumer rights and protections
Right to Withdraw
You have the right to withdraw your complaint at any stage of the process, without affecting any other rights you may have under Australian Consumer Law.
Support Person or Assistance
You may have a support person or advocate present during any discussion, meeting, or mediation. If you require additional assistance, please advise us so we can support your participation.
External Complaint Avenues
If you are not satisfied with the outcome of our process, you may seek further assistance from external bodies such as Consumer Affairs, your local Tribunal, or relevant ombudsman services. We will provide information and guidance on accessing these options upon request.
Non-Retaliation and Confidentiality
All complaints are treated in strict confidence and you will not be subject to any adverse treatment for making a complaint. Information will be shared only as required to progress your complaint, in accordance with our privacy obligations.
Right of Appeal
If you believe any part of this process has not been fair or if new evidence becomes available, you may request a review or appeal of the decision within 30 days.
Contacts
Email:
disputes@design.org.au
Phone:
1300 888 056
Post:
Level 3, 11-19 Bank Place
Melbourne VIC 3000 Australia