Lucia Liesel Terblanche

Complaints Procedure

Aims of the CABTi

The aims of the CABTi are set out here.

Aims of the CABTi complaints procedure:

To ensure that all complaints are considered, handled and investigated in a professional manner.
To treat all complainants and CABTi members fairly and according to the principles of the CABTi Code of Practice and the law.
To seek resolution between the complainant and the CABTi member.

To actively and sincerely investigate all complaints.
To apply the complaints procedure to all full members.

Valid complaint criteria

What constitutes a complaint?

Any material in breach of the Code of practice of the CABTi.
Any behaviour or conduct in breach of code of practice of the CABTi.

Examples of complaints:

False, misleading, or unscientific information on members’ website, social media or other marketing and promotional materials.
Use of unethical, harmful, and aversive methods and techniques by a CABTi member.
Causing avoidable stress, distress and/or harm the welfare of an animal and/or client.
Failing to maintain suitable and adequate insurance.

Examples of issues which will not be considered complaints:

Failure to adequately resolve a client’s training issue (within reason).
Failure to keep an appointment or follow-ups.
Disagreement over payment for services.

Pointing out the failings or mistakes of others, or voicing differing opinions, in regard to others working within the field of dog training, to clients or veterinary professionals. Others may include CABTi members, non- CABTi members.
Where issues are raised by others working within the industry of animal behaviour and training, or veterinary personnel members these would not be subject to the full complaints procedure, and it would be expected that the matter could be resolved informally.

Who can lodge a complaint?

Anyone may lodge a complaint, including existing CABTi members, members of the public, veterinary professionals, and members of other organisations. This list is not exhaustive.

Complaints procedure

All complaints must be made in writing and submitted by e-mail to CABTi. Complainants must give their full name, contact phone number, e-mail address (if available) and postal address. Full contact details will be requested if not initially provided. Failure to provide this information will render the complaint null and void. Anonymous complaints will be disregarded. The complaint will be logged with the administrator. Membership status of the individual will be checked and if found not to be a member the complainant will be informed that no action can be taken by the CABTi.

The letter of complaint and contact details of the member will be passed to the CABTi Complaints Committee.

The CABTi Complaints Committee will contact the complainant by phone, email or letter to determine the particulars of the complaint. The exact details of the complaint will be verified and documented by the CABTi Complaints Committee and submitted to the complainant for agreement.

Should the complainant advise of independent parties who may be able to support the complaint, validity will be checked by the CABTi Complaints Committee.

Should the complainant supply names and contact details (phone number, email address and postal address) of those independent parties referred to above, they will be contacted in writing by the CABTi Complaints Committee. Failure to provide the above details will mean no contact will be made.

The CABTi Complaints committee will contact the CABTi member who is the focus of the complaint, in writing by email or post, to notify and explain the details of the complaint, including the name of the complainant and witnesses if applicable.

The CABTi Complaints committee will forward copies of all relevant documentation to the member by either email or recorded delivery. The CABTi member will only be asked to respond once all documentation has been received.

The CABTi member will be asked to submit a written response to the allegations within 14 days of receipt of all documentation. Extensions may be granted at the discretion of the CABTi Complaints Committee.

The CABTi Complaints committee will consider the CABTi member’s written response and, if deemed reasonable, no further action will be taken and both parties will be informed in writing.

Should the CABTi Complaints Committee not consider the CABTi member’s written response appropriate or reasonable, he/she will be informed in writing. Mediation between the complainant and CABTi member will be undertaken if necessary to reach an acceptable complaint resolution.

Should resolution not be reached by both parties, or the alleged offence is considered to be serious, the complainant and CABTi member will be asked to attend a specially chaired meeting of the CABTI. This meeting will take place at a convenient location for both parties, at a mutually suitable time and date. The CABTi member will be given 28 days written notice to attend a meeting of the Complaints Committee and written details of the complaint made against them.

The complaints panel will consist of the CABTi Complaints committee. The CABTi member and complainant will be allowed to bring another person. Both parties will be given the opportunity to present their case or be represented by another who will do so for them, e.g. solicitor.

The CABTi Complaints committee will determine the nature of the meeting, how best to proceed and whether cross examination is necessary or appropriate.

Should either the CABTi member or complainant decline or refuse to attend this meeting, it may proceed in their absence. Within 14 days of the meeting a decision will be made by the CABTi Complaints committee. Members may not be suspended or expelled unless at least two thirds of the committee present votes in favour either. The member and complainant will be informed of this decision in writing.

In the event of a further or more complaints being received at any time during the 5 years after a first warning has been issued, the CABTi Complaints committee will investigate and ensure the credibility of the claim and reserves the right to terminate membership immediately.

Additional points

The CABTi Complaints committee may deem the use of phone calls necessary for ease, clear communication and clarity. In this case, the CABTi member will be contacted, and a mutually convenient date and time agreed on. Members will not be called unexpectedly and questioned. Phone calls between the CABTi Complaints committee and the CABTi member will last no longer than 30 minutes; if this is not sufficient time then both parties should agree on another date and time.

Discussion of the actual complaint will only happen once the member has been informed in writing of the nature of the complaint and provided with copies of all documentation relating to it.

Sanctions

Sanctions will be appropriate and reflect the weight of the offence. For example, they may include offering an apology to the complainant, completing CPD within a specified timeframe, suspension for a period of time, or expulsion for serious or continuing repeated offences. Failure to comply with recommendations may result in further disciplinary actions by the CABTi Complaints committee.

Follow-up to complaint

If the complaint is not upheld, a record will not be kept nor used in any future proceedings.

If the complaint is upheld, a record will be kept on file for five years and may be taken in consideration if other complaints of a similar nature are received in the future.

Details of an upheld complaint will not be passed on to any other organisation either formally or informally.

This privacy policy sets out how COAPE / CABTi uses and protects any information that you give COAPE / CABTi when you use this website. COAPE / CABTi is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website; you can be assured that it will only be used in accordance with this privacy statement. COAPE / CABTi may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 1 June 2014.

What we collect

We may collect the following information:

Name and job title.
Contact information including email address.
Demographic information such as postcode, preferences and interests.
Other information relevant to customer surveys and/or offers.

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

Internal record keeping.
We may use the information to improve our products and services.
We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added, and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes.
If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at cabti@coape.org.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you. If you would like a copy of the information held on you please email COAPE / CABTi (cabti@coape.org).

If you believe that any information we are holding on you is incorrect or incomplete, please email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.

Code of Conduct

CODE OF CONDUCT

This code applies to members of the CABTi (COAPE Association of Behaviourists and Trainers International). Its purpose is to establish certain standards for conduct and to develop and maintain best practice among our members. The aims of the CABTi are as follows:

To maintain and ensure the highest professional standards of practice of animal behaviour therapy, training, and any other animal-related service with which the member is involved.
To establish and promote the use of the MHERA™ (Mood State, Hedonic Budget, Emotional, and Reinforcement Assessments) and ESTA™ (Emotional Systems Therapeutic Application) in the practice of animal behaviour therapy, training, and any other animal- related service.
To provide a support network where members can share their knowledge.
To promote the professional services of its members.

Principles

Members shall practice with integrity and shall recognise their responsibility towards clients, clients’ animals, and society in general. Their actions or advice should not knowingly cause psychological or physical distress or damage to any of these.

The welfare of clients and their animals shall be paramount and shall not be made subordinate to commercial consideration.

Members shall maintain professional relationships with their clients. They shall not exploit such relationships for improper personal, professional, or financial gain, nor seek inappropriately to impose their own values on clients.

Members shall not misrepresent their activities or make unrealistic claims to their clients or in their public statements. It should be made clear whenever they are expressing personal opinion and speculative theories should be stated as such.
Members shall respect the views and independence of others and shall not publicly denigrate their conduct or opinions.
Members shall not seek to attract business unfairly or unprofessionally or conduct their practice in any way which would discredit the reputation of the Association.
Members are responsible for continuing their personal and professional development by acquiring knowledge of new theory and practice.
Members shall conduct themselves in such a way as not to undermine public confidence in their profession or the Association and shall not practise when physically or psychologically unfit to do so.

Practice

Members of CABTi have completed relevant training with COAPE and will take a holistic approach using MHERA™ (Mood State, Hedonic Budget, Emotionality and Reinforcement Assessments) which is effective in identifying the underlying emotion of any difficult behaviour and will follow the Emotional Systems Therapeutic Application (ESTA™) method when addressing any emotional challenges/ behaviour. This approach serves to improve the animal’s emotional and behavioural wellbeing.

When treating behavioural challenges, members will liaise with the client’s veterinary surgeon and will conduct themselves in a professional manner so as not to bring the Association, the veterinary surgeon, or the profession into disrepute.

Where techniques are experimental, the client and the liaising veterinary surgeon must be so informed, Members shall keep clients fully informed about the nature of and reasons for their actions and any possible risk or drawback that might arise from them. They shall not lead their clients to form unrealistic expectations of the outcome of any action or intervention.

Members cover their individual business activities with professional indemnity and public liability insurance relevant to their individual needs.

CABTi members are familiar with relevant legislation and are aware of their legal, moral, and ethical obligations towards their client, the client’s animal, and society in general.

Members who work with assistants who are not members of the Association are responsible for ensuring that such assistants act responsibly towards clients and are willing to conform to the spirit of this code.

In joining the Association members agree:

To accept and work within the spirit of the Rules and Regulations of the Association and this code and to supply the Association with a signed statement to that effect.
To acknowledge that membership of the Association is solely for individuals and shall not be used to endorse the activities of any club, society, or organisation to which they may belong.
Not to disclose any information about any client which comes to their notice as a result of their professional relationship with the client, or which may identify the client, unless it is in response to a legal notice requiring such disclosure, or that the client has given written consent to the nature and extent of the disclosure.
Not to do anything that is likely to bring the CABTi, its members, or the profession into disrepute.
Not to use any devices deemed to be aversive or known to cause harm, pain, or distress in their practice. This includes but is not limited to the use of any electronic training device including shock collars, sonic collars, and spray collars and/or invisible electronic containment devices, prong collars, check chains, choke chains or any other such device designed to cause pain, fear, or startle the animal.
Membership will be terminated immediately should a member be found guilty of cruelty or other crime(s) against an animal(s).

Liability

CABTi shall not be liable to Members for any claims, losses, damages, or other expenses (either direct, special, or consequential) arising as a result of any dispute between a Member and their client or a third party in relation to any professional advice or treatment given. The Member’s own professional indemnity insurance will be sufficient to meet any liabilities that might arise as a result of their professional practice.

Membership fees are non-refundable.

Qualification Criteria

Qualification Criteria for CABTi Membership

Members who have completed their 2023 COAPE Diplomas have obtained C.C.A.B status, identifying them as COAPE Certified Animal Behaviourists.

The CABTi is one of the largest specifically qualified associations for behaviourists and trainers worldwide, with membership open only to behaviourists and trainers who have attained their COAPE Diplomas or have successfully completed the MHERA™ Practitioners Course. Consulting with members of the CABTi offers all animal guardians a guarantee of quality when seeking help with the treatment of behaviour challenges or in training.

All members work under a strict Code of Practice which includes the assurance that coercive or punitive techniques and equipment are never used in treatment. CABTi members maintain their state-of-the-art competence and knowledge through attending various Continuing Professional Development courses and have ongoing access to a wealth of expertise and support via a lively Members Association of over 300 qualified members internationally. You can be assured of the very best of qualified and up to date help with a CABTi member. ICAN was founded by a group of prominent organisations and education providers who use and recommend purely force-free methods. They originally formed in order to meet the profound need for solidarity, mutual support, communication and cooperation between professionals working in the animal behaviour and training realm.

COAPE Diploma graduates automatically become members of ICAN as Certified Animal Behaviourists (CAB).

How can people recognise that you have a solid understanding of both behavioural science and the practical skills required to work in the field of animal behaviour and training?

There are many courses available in animal behaviour and training but how do you know which one to choose? Well, this depends on what your aims and ambitions are. If you want to improve your knowledge and understanding of your pet, then there are probably many courses that could provide this for you.

However, if you want to work within the animal behaviour therapy and training industry then the COAPE Diploma is more likely to fulfil your education needs. The COAPE Diploma is a rigorous course for anyone who is serious about studying Animal Behaviour, and who wants a recognised, well-respected qualification in the industry. Before COAPE UK was incorporated into COAPE International, the COAPE Diploma was a level 6 OFQUAL accredited course.  Since COAPE International has students from so many different countries, we decided against keeping the OFQUAL accreditation, as it was a costly exercise for our students, to many of whom OFQUAL has no meaning, and it was also difficult for OFQUAL to adapt to the online learning platform, making them an incompatible choice for us as all our courses are conducted online via our state-of-the-art Learner Management System.

For further information about the COAPE Courses Accreditation, please visit the Courses page.

info@coape.org

When choosing a behaviourist to help you, always look for the COAPE Endorsed and CABTi kitemarks.

Lucia Liesel Terblanche