Resource Therapy International is committed to ethical, respectful, and professional standards in the teaching, supervision, promotion, membership, and clinical representation of Resource Therapy worldwide.
If a concern arises about an RTI member, trainer, supervisor, committee member, directory listing, RTI representative, or RTI-related activity, the concern may be raised through the RTI Complaints And Grievance Procedure.
Where appropriate, minor concerns may first be addressed directly and respectfully with the person involved. Where this is not safe, appropriate, or successful, a written complaint may be submitted to RTI.
RTI will consider whether the matter falls within its scope, whether further information is required, whether another body is more appropriate, and what response is reasonable and proportionate.
Possible responses may include clarification, education, correction of public information, mediation, warning, conditions on membership, removal from directory listing, suspension or cancellation of membership, removal of trainer or supervisor status, or referral to an external professional, regulatory, legal, or complaints body.
RTI is not an emergency, crisis, legal, regulatory, or professional licensing service. Where there is immediate risk of harm, emergency services or the appropriate professional or regulatory authority should be contacted.
Resource Therapy International Inc. is committed to maintaining ethical, respectful, transparent, and professional standards in the teaching, supervision, promotion, membership, and clinical representation of Resource Therapy worldwide.
This Complaints and Grievance Procedure provides a clear process for raising, reviewing, and responding to concerns involving RTI members, trainers, supervisors, committee members, representatives, directory listings, training standards, membership matters, or conduct connected with RTI.
Purpose
The purpose of this procedure is to:
Protect the public
Support ethical and professional standards
Provide a fair pathway for concerns to be raised
Encourage respectful resolution where appropriate
Support accountability within the RTI community
Protect the reputation and integrity of Resource Therapy International and Resource Therapy
Ensure concerns are handled in a proportionate, confidential, and procedurally fair manner
Scope
This procedure may apply to concerns involving:
RTI members
RTI committee or board members
RTI-approved trainers or supervisors
RTI presenters, volunteers, representatives, or subcommittee members
RTI directory listings
RTI membership status or membership claims
Use of RTI branding, logos, certificates, or public statements
Conduct at RTI events, meetings, conferences, webinars, or training activities
Conduct in RTI-related online spaces
Alleged breaches of RTI’s Code Of Ethics, Code Of Conduct, Membership Standards, Trainer And Supervisor Standards, Directory Listing Policy, or other RTI policies
This procedure does not replace the legal, professional, regulatory, employment, criminal, or civil complaints processes that may apply in a person’s own country, profession, workplace, or jurisdiction.
Where a matter falls outside RTI’s authority, RTI may direct the person to a more appropriate body.
Guiding Principles
RTI will aim to handle complaints and grievances in accordance with the following principles.
Fairness
All parties should be treated respectfully and given a reasonable opportunity to be heard before decisions are made.
Confidentiality
Complaints will be handled as confidentially as possible. Information will only be shared with people who need to know for the purpose of assessing, responding to, resolving, or legally managing the matter.
Natural Justice
Where a complaint is accepted for review, the person who is the subject of the complaint will usually be informed of the substance of the concern and given an opportunity to respond, unless there is a serious safety, legal, confidentiality, or procedural reason not to do so.
Proportionality
RTI will respond in a way that is proportionate to the nature, seriousness, risk, evidence, and organisational relevance of the concern.
Safety
Where there is a risk of harm to a client, student, supervisee, member, member of the public, or the wider community, RTI may take immediate protective action where appropriate.
Respect
All parties are expected to communicate respectfully throughout the process. Bullying, threats, harassment, intimidation, defamation, or retaliatory behaviour will not be tolerated.
Independence And Conflict Management
Where possible, complaints will be reviewed by people who do not have a direct conflict of interest. Any actual, potential, or perceived conflict of interest should be declared and managed appropriately.
What Types Of Concerns Can Be Raised?
Concerns may include, but are not limited to:
Unsafe or unethical practice
Misleading claims about Resource Therapy
Misrepresentation of RTI membership, training, certification, trainer status, or approval
Inappropriate use of RTI logos, certificates, stamps, branding, or directory badges
Misleading advertising or public communication
Breach of confidentiality or privacy
Boundary concerns
Bullying, harassment, discrimination, or intimidation
Conduct that may bring RTI or Resource Therapy into disrepute
Serious conflict within RTI-related activities
Concerns about training standards
Concerns about supervision standards
Concerns about directory listing accuracy
Failure to comply with RTI policies
Misuse of RTI resources, authority, or official roles
Intellectual property concerns involving RTI or Resource Therapy materials
Governance-related concerns involving RTI roles or processes
Matters Outside RTI’s Role
RTI is not usually able to investigate or determine:
Criminal allegations
Professional registration matters that belong to a licensing body
Employment disputes unrelated to RTI
Fee disputes between private practitioners and clients, unless there is a broader ethical concern connected with RTI membership or representation
Clinical negligence claims
Family law, civil, or commercial disputes
Emergency or crisis matters
Complaints about people who are not RTI members or representatives
Complaints where there is no reasonable connection to RTI, Resource Therapy, RTI membership, training, directory listing, or public representation
Where appropriate, RTI may suggest that the complainant contact a professional regulator, employer, insurer, police service, legal adviser, consumer protection body, health complaints body, or emergency service.
Urgent Safety Concerns
If there is an immediate risk of harm to any person, the person raising the concern should contact emergency services, crisis services, police, or the relevant professional or regulatory authority in their jurisdiction.
RTI is not an emergency, crisis, legal, or regulatory service.
Where RTI becomes aware of a serious safety concern connected to a member or representative, RTI may take interim action while the matter is reviewed. This may include temporarily pausing a directory listing, event role, trainer listing, representative role, or membership privilege where appropriate.
Step 1: Informal Resolution Where Appropriate
Where the concern is minor, safe to address directly, and does not involve serious misconduct, safety risk, abuse, bullying, discrimination, boundary violations, or significant power imbalance, the person raising the concern may first try to resolve the matter directly with the person involved.
This may include:
A respectful conversation
A written clarification
A request for correction
A request for an apology
A request for changed behaviour
A request for removal or correction of misleading material
Informal resolution is not required where it would be unsafe, inappropriate, intimidating, or unlikely to resolve the matter.
Step 2: Raising A Formal Complaint Or Grievance
A formal complaint or grievance should be submitted in writing to RTI.
The written complaint should include, where possible:
The name and contact details of the person making the complaint
The name of the person or matter the complaint relates to
A clear description of the concern
Relevant dates, locations, events, courses, meetings, online posts, or communications
Copies of relevant documents, screenshots, emails, promotional material, or other evidence
Details of any steps already taken to resolve the matter
The outcome being sought
Any safety concerns or urgency
Whether the matter has also been referred to another body
Anonymous complaints may be difficult to investigate. RTI may consider anonymous information where there is a serious safety, ethical, governance, or public interest concern, but may be limited in what action it can take.
Step 3: Acknowledgement
RTI will aim to acknowledge receipt of a formal complaint within a reasonable timeframe.
The acknowledgement may include:
Confirmation that the complaint has been received
Whether more information is needed
Whether the matter appears to fall within RTI’s scope
An outline of the likely next step
A reminder about respectful communication and confidentiality
Any immediate safety or interim action, if relevant
Step 4: Initial Assessment
RTI will conduct an initial assessment to decide whether the matter:
Falls within RTI’s scope
Should be referred to another body
Requires further information
May be suitable for informal resolution or mediation
Requires formal review
Raises urgent safety, legal, ethical, or reputational concerns
May require interim protective action
Should not proceed because it is vexatious, malicious, lacking reasonable substance, outside scope, already determined, or better handled elsewhere
RTI may decline to progress a complaint where there is insufficient information, no reasonable connection to RTI, or the matter is more appropriately dealt with by another organisation or authority.
Step 5: Notification To The Respondent
Where a complaint proceeds to formal review, RTI will usually notify the person who is the subject of the complaint.
The notification may include:
The nature of the concern
Relevant information or evidence
The policies or standards that may be involved
An invitation to respond in writing
A timeframe for response
Any interim measures
Information about confidentiality and respectful conduct
RTI may delay notification where immediate notification could create safety concerns, compromise a process, breach confidentiality, or conflict with legal or regulatory requirements.
Step 6: Review Or Investigation
RTI may review the complaint by:
Considering written information from the complainant
Considering a response from the respondent
Reviewing relevant policies, membership status, directory listings, advertising, emails, screenshots, training material, or records
Requesting further information
Seeking clarification from relevant parties
Consulting relevant RTI office bearers, committee members, subcommittees, or external advisers
Referring the matter to a complaints panel, ethics committee, or other appropriate decision-making group
Considering whether external legal, regulatory, or professional advice is needed
RTI will determine the level of review required according to the seriousness and complexity of the matter.
Step 7: Possible Informal Or Restorative Resolution
Where appropriate, RTI may support an informal, corrective, educational, or restorative response.
This may include:
Clarification of misunderstanding
Correction of public information
Written apology
Commitment to changed conduct
Education about RTI policy
Supervision or consultation recommendation
Agreement about communication boundaries
Removal or correction of misleading advertising
Correction of directory information
Mediation or facilitated conversation
Written undertaking
Informal or restorative resolution will not be appropriate for all matters, especially where there is serious risk, repeated conduct, abuse of power, dishonesty, boundary violation, or significant public safety concern.
Step 8: Possible Outcomes
After review, RTI may decide to take no further action or may apply one or more outcomes.
Possible outcomes include:
No breach found
Complaint not substantiated
Complaint partly substantiated
Complaint substantiated
Informal resolution
Education or guidance
Written reminder of obligations
Request to correct advertising, website wording, directory listing, or public statements
Request to cease using RTI branding, logos, certificates, or titles incorrectly
Requirement to undertake supervision, mentoring, training, or consultation
Requirement to provide a written undertaking
Warning
Conditions on membership
Temporary suspension of membership
Removal from RTI directory listing
Removal from an RTI role, committee, subcommittee, presentation, or event role
Suspension or removal of trainer, supervisor, or representative status
Cancellation or non-renewal of membership
Referral to an external professional, regulatory, legal, or complaints body
Any other response considered reasonable and proportionate in the circumstances
Step 9: Communication Of Outcome
RTI will usually provide a written outcome to the complainant and respondent.
The level of detail provided may depend on privacy, confidentiality, safety, legal obligations, the nature of the complaint, and the roles of the parties.
The outcome may include:
A summary of the issue reviewed
The decision reached
Any action RTI will take
Any expectations for future conduct
Any limits to what RTI can disclose
Any review or appeal option, if available
Step 10: Review Or Appeal
A party may request a review of the outcome where they believe:
There was a significant procedural error
Relevant information was not considered
New information has become available
The outcome was clearly disproportionate
There was a conflict of interest that was not appropriately managed
A request for review should be made in writing within the timeframe specified by RTI in the outcome letter.
A review is not a full rehearing of the complaint. RTI may appoint a different person, panel, or committee member to consider whether the original process and outcome were fair and reasonable.
Step 11: Record Keeping
RTI will keep appropriate records of complaints, grievances, decisions, correspondence, evidence, and outcomes.
Records will be stored securely and accessed only by people authorised to manage or review the matter.
RTI may use de-identified information from complaints to improve policies, training standards, membership processes, governance, and ethical education.
Step 12: Retaliation And Victimisation
RTI will not tolerate retaliation, victimisation, harassment, bullying, intimidation, threats, or punitive behaviour toward any person who raises a concern in good faith, responds to a complaint, provides information, or participates in a complaints process.
Bad faith complaints, malicious allegations, deliberate misinformation, or misuse of the complaints process may themselves be treated as a breach of RTI standards.
Step 13: Confidentiality During The Process
All parties are expected to maintain confidentiality during the complaints process.
This does not prevent a person from seeking legal, clinical, supervisory, regulatory, professional, emotional, or other appropriate support.
However, public commentary, social media posting, defamatory statements, threats, or attempts to influence others during the process may affect the fairness and integrity of the complaint and may be considered a separate concern.
Step 14: Relationship With Other Bodies
RTI may pause, close, or limit its review where the matter is already being investigated by a court, police service, professional regulator, employer, insurer, university, health complaints body, or other authority.
RTI may also refer a matter externally where required or appropriate.
Members remain responsible for complying with all laws, regulations, professional codes, and mandatory reporting obligations in their own jurisdiction.
Step 15: Complaints Involving RTI Committee Members Or Office Bearers
Where a complaint involves an RTI committee member, office bearer, subcommittee member, or person in a governance role, RTI will take reasonable steps to manage conflicts of interest.
This may include:
Excluding the person from discussion or decision-making
Appointing another committee member to manage the matter
Using an independent person or external adviser
Referring the matter to a suitable panel or subcommittee
Ensuring records are kept of conflict management decisions
Committee members and office bearers are expected to uphold particularly high standards of confidentiality, fairness, respectful communication, and organisational responsibility.
Step 16: Complaints Involving Trainers Or Supervisors
Where a complaint involves an RTI-approved trainer or supervisor, RTI may consider whether the concern affects:
Trainer approval
Supervisor status
Directory listing
Certification processes
Student safety
Use of RTI materials
Teaching accuracy
Advertising accuracy
Future training approvals
Public trust
RTI may take interim or final action regarding trainer or supervisor status where appropriate.
Step 17: Complaints Involving Directory Listings
Where a concern relates to a directory listing, RTI may review whether the listing is accurate, current, ethical, and consistent with RTI membership or approval status.
RTI may request clarification, correction, evidence of qualification, evidence of current membership, or updated wording.
RTI may temporarily remove or permanently remove a listing where appropriate.
Step 18: Timeframes
RTI will aim to manage complaints within reasonable timeframes. Timeframes may vary depending on:
Complexity
Availability of parties
Need for further information
Seriousness of the complaint
Risk issues
International time zones
Need for translation
Legal or regulatory considerations
Committee meeting schedules
Whether external advice is required
RTI will aim to keep parties informed of significant delays where appropriate.
Step 19: Accessibility And Support
RTI aims to make the complaints process accessible and respectful.
Where reasonable, RTI may consider communication needs related to language, disability, neurodiversity, cultural considerations, trauma sensitivity, or technology access.
A person may seek support from a colleague, professional adviser, supervisor, legal adviser, advocate, or support person. RTI may set reasonable boundaries around the role of support persons to protect fairness and confidentiality.
Step 20: Review Of This Procedure
RTI may review and update this Complaints And Grievance Procedure from time to time to reflect organisational growth, legal requirements, ethical standards, governance needs, and the development of Resource Therapy internationally.
Members are responsible for remaining familiar with the current version of this procedure.
By becoming or remaining a member of Resource Therapy International, members agree to uphold RTI’s Code Of Ethics, Code Of Conduct, Complaints And Grievance Procedure, Membership Standards, and any other relevant RTI policies.
This procedure may be reviewed and updated from time to time to reflect the ongoing development of RTI and Resource Therapy internationally.