Ethics & Complaints

Most practitioners, teachers and students go through their whole career without anyone complaining about them, and without themselves complaining about anyone or anything (not officially anyway.

On the rare occasion a complaint is made it does need investigation. Whether a complaint is made against you or by you, the most important thing to do is to make a written record of everything you remember: dates, times, places, circumstances, what was said, not said, done or not done.

Our Charter is to support our Members. If a complaint is made against you or you want to make one - TELL US. We can help you with advice and support and will try to facilitate agreement on an outcome acceptable to both complainer and complainee.

It makes sense to activate your Zen Shiatsu Society Membership and to keep your Professional Indemnity Insurance up-to-date for one very good reason: you may be completely innocent, whatever it was may not have been your fault, and the error exist only in the eye of the beholder BUT if complainer and complainee cannot agree an outcome, and either decides to take it further, you may find yourself with legal costs, whatever the final outcome.

The procedures below are to help both sides agree an outcome and what to do if they can't.

Zen Shiatsu Society Ethical Guidelines & Complaints Procedure

Ethical Guidelines

Members of the Zen Shiatsu Society should act in an ethical way towards each other and those they come in contact with through shiatsu.

Anyone who feels they have been treated in an unethical way may have recourse to the following Complaints Procedure.

The Zen Shiatsu Society accepts the Rules of Ethics of the Shiatsu Regulatory Group.

Any application for membership of the Zen Shiatsu Society signifies that the Applicant has read, understood and agrees to adhere to this Code of Ethics and Practice and to conduct themselves in such a manner as to uphold and maintain the high standards of the profession of Shiatsu. Any breach of this Code may render the Member liable to Disciplinary Procedures. All Members are required to maintain Professional Indemnity and Liability insurance.

1. Members shall at all times act in an honourable, courteous and considerate manner in their relations with clients, other members, practitioners, students and the public.

2. Members must recognise that their primary obligation is towards their client.

3. Members shall not deliberately mislead for their own gain a client or member of the public who seeks advice or information from them.

4. A Member must not attempt by any devious or coercive means, or by making derogatory statements about another member, or by offering special inducements, to persuade a client to leave their existing therapist.

5. A Member must not indulge in immoral conduct.

6. No member should unwarrantedly offer, explicitly or implicitly, either verbally or in writing, an unfavourable opinion of another therapist or Association, whether or not they are a member of the ZSS. Members are free, however, to take such action as they may deem necessary, to defend their own good name and reputation where this is threatened by the actions of a third party who is not a registered member of the ZSS.

7. Members may advertise their services providing this is carried out in such a way as to present and maintain a professional and ethical image and standard.

8. Members shall keep confidential records of their clients which shall include amongst the information held the person's last known address and telephone number.

9. Members shall themselves seek contact with organisations and individuals involved in the practice of different types of holistic health care, and within the Health Service, both in order to be aware of the nature and uses of other health care techniques for the purposes of referral where appropriate and to extend amongst other practitioners an awareness of Shiatsu.

Complaints & Disciplinary Procedures

The Charter of the Zen Shiatsu Society is to support students, practitioners and teachers of Zen Shiatsu.

In the event of a complaint the Society will attempt to facilitate a satisfactory outcome.

If the outcome is not agreed the Society will support the member in any further proceedings.

If the complaint is between members and an outcome cannot be agreed the matter will be referred to the Shiatsu Regulatory Group.

Purpose

1. The Purpose of the Procedure is to

1.1 satisfy Complainants that their complaint is heard

1.2 protect Complainees from frivolous complaints

1.3 provide guidelines to facilitate the procedure with respect and confidentiality

1.4 enable a satisfactory outcome to be agreed

1.5 indicate courses open to either party in the event no satisfactory outcome is agreed

Procedure

1. The Complainant informs the Zen Shiatsu Society of the Basis of Complaint.

2. The Society nominates a Focaliser to be agreed by Complainant and Complainee.
The Focaliser

2.1 supplies copies of this Procedure to both Complainant and Complainee

2.2 advises the Complainee that a complaint has been made and of the Basis of Complaint

2.3 asks the Complainee for their response to the Basis of Complaint

2.4 informs the the Complainant of the Response

3. If the Complainant is satisfied with the Response the matter is closed.

4. If the Complainant is not satisfied with that response and agrees that the Society should continue to attempt facilitating agreement the Focaliser asks

4.1 the Complainant to provide within 14 days a full Written Complaint which is then copied to the Complainee

4.2 the Complainee is asked to respond in writing within 14 days

4.3 the Focaliser considers the Written Complaint and the Written Response and within 14 days proposes, in writing, an Outcome. The Focaliser sends a copy each to Complainant and Complainee who have 7 days to agree or otherwise.

5. If both Complainant and Complainee agree the proposed outcome, the outcome is implemented and the matter closed.

6. If either does not agree the outcome, the Focaliser asks both parties to a Meeting, each with a friend or supporter if desired, at which all endeavour to reach a satisfactory outcome.

7. If no agreement is reached at the Meeting the Focaliser within 21 days shall convene a Disciplinary Committee of three Members who review both parties' written submissions, the minutes of the Meeting and within a further 21 days make recommendations of an outcome which may include but is not limited to one or more of the following:

8. These procedures are without prejudice to either party's right at any time throughout the procedures to take whatever further steps they deem necessary in law to obtain satisfaction.