Aromatherapy Trade Council (ATC) Complaints Policy

Supporting the ATC Code of Practice, Membership Terms, and Collective Mark Regulations

Version 2.0
Date: 17 February 2026

1. Purpose
1.1 The purpose of this Complaints Policy is to provide a clear, fair, and transparent process for receiving, reviewing, and responding to complaints relating to:

• ATC members;
• use of the ATC collective mark;
• potential breaches of the ATC Code of Practice;
• potential misuse of ATC membership or representation; or
• the conduct of ATC itself.

1.2 This Policy forms part of the governance framework supporting the ATC collective mark and helps ensure its integrity and proper use.

1.3 ATC will handle complaints reasonably, proportionately, and confidentially.

2. Scope
2.1 This Policy applies to complaints, concerns, or reports relating to:

• misuse of the ATC collective mark;
• misleading or unauthorised representation of ATC membership;
• conduct or marketing that may breach the ATC Code of Practice;
• conduct that may breach applicable laws or regulatory requirements relevant to the member’s business, products, services, or marketing;
• failure to comply with the Regulations Governing Use of the ATC Collective Mark;
  
• failure to comply with ATC membership terms;
• membership eligibility or continued suitability for membership;
• conduct that may bring ATC or its collective mark into disrepute;
• or ATC administrative processes.

2.2 This Policy applies to complaints or concerns raised by:

• members of the public;
• ATC members;
• applicants for ATC membership;
• businesses;
• regulatory authorities;
• ATC officers, trustees, or authorised representatives; or
• any other third party.

2.3 This Policy also applies where ATC identifies potential breaches through its own monitoring, review, or investigation activities, including potential breaches of:

• the ATC Code of Practice;
• the Regulations Governing Use of the ATC Collective Mark;
• ATC membership terms; or
• applicable regulatory or legal requirements.

2.4 This Policy applies whether the matter arises from:

• a formal complaint;
  
• internal monitoring by ATC;
• information received from third parties; or
• publicly available information.

3. Submission of Complaints
3.1 Complaints must be submitted in writing to ATC by email or post.

3.2 Complaints should include, where possible:

• the name of the person or business concerned;
• a description of the issue;
• supporting information or evidence;
• contact details of the complainant.

3.3 Anonymous complaints may be considered at ATC’s discretion, but ATC may be unable to investigate fully without sufficient information.

4. Initial Review
4.1 ATC will acknowledge receipt of a complaint within a reasonable timeframe, normally within 14 days.

4.2 ATC will review the complaint to determine whether:

• it falls within ATC’s scope; and
• further investigation is appropriate.

4.3 ATC may request further information where necessary.

5. Investigation
5.1 Where appropriate, ATC may investigate complaints relating to:

• use of the ATC collective mark;
• ATC membership claims;
  
• potential breaches of ATC Code of Practice; or
  
• other matters affecting ATC governance.

5.2 Investigation may include:

• review of publicly available materials;
• review of marketing or labelling;
• requesting information from the member concerned.

5.3 Members are expected to cooperate with reasonable requests from ATC.

6. Outcomes
Following investigation, ATC may take one or more of the following actions:

• take no further action;
• provide guidance or clarification;
• request corrective action;
• require removal or correction of misleading use of the ATC collective mark;
• initiate disciplinary procedures in accordance with the ATC Disciplinary and Appeals Policy;
• suspend or terminate permission to use the collective mark;
• suspend or terminate membership.

ATC will act reasonably and proportionately.

7. Complaints About ATC
7.1 Complaints relating to ATC’s administration or decisions will be reviewed internally.

7.2 ATC will consider whether its procedures were followed appropriately.

7.3 This Policy does not replace the ATC Appeals Policy where a formal appeal process applies.

8. Confidentiality
8.1 Complaints will be handled confidentially where reasonably possible.

8.2 ATC may disclose information where necessary to investigate complaints or comply with legal obligations.

9. Protection of the Collective Mark
9.1 ATC has a duty to protect the integrity and proper use of its collective mark.

9.2 Complaints relating to misuse of the mark will be treated seriously.

9.3 ATC may take appropriate action to prevent misleading or unauthorised use.

10. Record Keeping
10.1 ATC will maintain records of complaints and outcomes.

10.2 Records will be retained securely.

11. Relationship to Other ATC Policies
This Policy operates alongside:

• ATC Code of Practice
• ATC Membership Terms
• Regulations Governing Use of the ATC Collective Mark
• ATC Disciplinary and Appeals Policy

12. Policy Review
ATC may review and update this Policy from time to time.

ATC Complaints Policy V 2 Feb 26 Next Review Feb 2027