A concern is an issue that raises questions about a worker’s professional conduct, competence or fitness to practice.

The SWRB SA is required to respond to concerns about:

• The conduct or behaviour of someone with full, provisional, or limited registration
• An unregistered person using the title ‘social worker’
• Someone claiming a registration status they are not entitled to
• An employer who misrepresents their unregistered employee/s as registered social workers
• People who are delivering social work services but are not registered or have been excluded from registration.

• Anyone impacted by the worker’s conduct. This includes a person who is acting for, or on behalf of, the impacted person (such as an adult for a child, or an advocate for someone who cannot act for themselves)
• An employer
• Any other person who can show they have a good reason to be involved, as determined by the Board
• The Registrar
• The Minister

Concerns can be raised about:

• A person who is or was registered as a social worker with the SWRB SA; and/or
• A person who is not registered with the SWRB SA but is calling themselves a social worker.

Once the registration scheme begins, people delivering social work services will be required to register within the specified time frame.

When your worker is registered, they are required to show you their certificate of registration when you ask.

If your worker does not appear on the register, you may wish to ask them about their progress to register.

Talking directly to your worker or their supervisor / employer provides them with the opportunity to respond to and resolve your concern. Before contacting the SWRB SA, it is strongly recommended that you consider taking any or all of the following steps:

• Raise your concern directly with the worker.
• Raise your concern with the worker’s supervisor or manager.
• Raise your concern with the organisation that employs the worker. Most organisations have processes for dealing with and responding to complaints.

The SWRB SA cannot investigate:

• Complaints about a service or organisation
• Complaints about fees or charges
• Employment disputes
• Anonymous concerns
• Concerns involving a crime which should be referred to the Police

Once the scheme commences (date tbc), members of the public can raise a concern through the SWRB SA website.

When submitting a concern, you will be asked to provide the following information

• Your details: Name, email, phone number.
• Details of the Registered Social Worker: Name, registration number (if known), employer (if known).
• The Concern: Description of the incident: What happened, when and where did it happen? Who was involved? What harm, if any, occurred because of this?

You will receive an automatically generated reference number for your records. Your concern may be allocated to an SWRB SA staff member who will work with you.

You may be asked to provide further information, and this could include providing documents and/or taking part in an interview with a SWRB SA staff member and making an in-depth formal statement.

1. Raise Concerns: You are able to raise concerns about a practitioner's conduct or performance without fear of retaliation or discrimination.
2. Be Heard: Your concerns will be taken seriously, and you will be given the opportunity to provide detailed information about your experience.
3. Confidentiality: Your identity and the details of your concern will be kept confidential to the extent possible, in accordance with legal and regulatory requirements, including the Privacy Act 1988 (Cth) and the Information Privacy Principles Instruction (IPPI) in South Australia.
4. Access to Information: You are entitled to be informed about the process for raising concerns, including how your concern will be handled and the expected timelines.
5. Access to Support: You may access support services, such as having a support person to assist you when raising your concern.
6. Fair Process: Your concern will be examined impartially and thoroughly by the Social Workers Registration Board of SA.
7. Receive Updates: You will be updated on the progress of your concern and any actions taken in a timely manner.
8. Review: If you are not satisfied with the outcome of an investigation, you have the right to have the decision reviewed through a clearly defined process.
9. Be Protected: You are protected from harassment, victimisation, or unfair treatment because of raising a concern.
10. Reach a Resolution: You are entitled to expect that appropriate actions will be taken to address your concern and prevent future occurrences.