The Council for Piercing and Tattoo Professionals is committed to maintaining the highest standards of professionalism and conduct. This complaints procedure provides a fair, transparent, and efficient process for addressing concerns about our members or the Council itself.
Clients
Members of the public who have received services from a Council member
Businesses
Studios, suppliers, or other businesses
Members
Complaints about other members or Council operations
Before You Complain
We encourage you to first try to resolve the matter directly with the person or business concerned. Many issues can be resolved through direct communication. If this is not possible or appropriate, please proceed with our formal complaints process.
1. What Can You Complain About?
The Council accepts complaints about:
1.1 Member Conduct
- Breach of the Code of Conduct
- Failure to comply with Safety Standards
- Unprofessional behaviour
- Misrepresentation of qualifications
- Health and safety violations
- Unhygienic practices
- False or misleading advertising
1.2 Council Operations
- Administrative errors
- Poor service from Council staff
- Issues with membership processing
- Website or directory errors
- Payment processing issues
- Communication failures
1.3 What We Cannot Handle
The Council does not handle:
- Contract disputes: Disagreements about service pricing, timelines, or scope of work
- Aesthetic outcomes: Subjective opinions about tattoo or piercing results (unless related to misrepresentation)
- Criminal matters: These must be reported to the South African Police Service
- Medical emergencies: Seek immediate medical attention
- Consumer protection complaints: These may be referred to the National Consumer Commission
2. How to Lodge a Complaint
You have three options for submitting a complaint:
2.1 Using the Online Form (Recommended)
The online form is the fastest and most secure way to submit your complaint:
- Instant acknowledgment with a unique reference number
- Upload evidence directly (photos, documents, receipts)
- Secure encryption protecting your information
- Faster processing as information is captured directly
2.2 Submitting by Email
If you prefer to email your complaint, please send to ethics@bodyartcouncil.co.za and include:
- Your full name and contact details (email, phone)
- Member's name (if complaining about a specific member)
- Member ID (if known, from directory listing)
- Date of incident (when did it happen?)
- Location (where did it happen?)
- Clear description of what happened
- Supporting evidence as attachments (photos, receipts, messages, etc.)
- What outcome you are seeking
Sample Email Structure
To: ethics@bodyartcouncil.co.za
Subject: Formal Complaint - [Member Name] - [Brief Description]
My details: John Smith, john@email.com, 071 234 5678
Member details: Jane Doe (Member ID: BAC0123), Studio Name, Cape Town
Date of incident: 15 March 2025
Description: I attended the studio for a tattoo appointment. The artist did not use sterile equipment... [detailed description]
Evidence: Attached: photos of equipment, receipt, WhatsApp messages
Outcome sought: Investigation into hygiene practices and appropriate disciplinary action
2.3 What to Include in Your Complaint
To help us process your complaint efficiently, please include:
- Your full name and contact details (email, phone)
- Member's name (if complaining about a specific member)
- Member ID (if known, from directory listing)
- Date of incident (when did it happen?)
- Location (where did it happen?)
- Clear description of what happened
- Supporting evidence (photos, receipts, messages, etc.)
- What outcome you are seeking
3. The Complaints Process
Step 1: Acknowledgment (within 3 working days)
We will acknowledge receipt of your complaint within 3 working days and provide you with a reference number.
Step 2: Initial Assessment (within 7 working days)
The Ethics Committee will assess whether the complaint falls within our jurisdiction and warrants investigation. You will be informed of the outcome.
Step 3: Investigation (within 21 working days)
If the complaint proceeds, we will:
- Gather relevant information and evidence
- Contact the member concerned for their response
- Interview witnesses if necessary
- Review any physical evidence
Step 4: Decision (within 7 working days of investigation)
The Ethics Committee will make a finding based on the balance of probabilities. Possible outcomes include:
- Complaint dismissed (no further action)
- Informal resolution (mediation, apology, training)
- Formal warning
- Suspension of membership
- Termination of membership
- Referral to relevant authorities
Step 5: Notification (within 3 working days of decision)
Both parties will receive written notification of the decision and the reasons for it.
Step 6: Appeal (within 14 days of decision)
Either party may appeal the decision within 14 days. Appeals must be in writing and based on:
- Procedural irregularity
- New evidence not previously available
- Disproportionate sanction
4. Timeframes Summary
| Stage | Timeframe |
|---|---|
| Acknowledgment | Within 3 working days |
| Initial Assessment | Within 7 working days |
| Investigation | Within 21 working days |
| Decision | Within 7 working days of investigation |
| Notification | Within 3 working days of decision |
| Appeal | Must be lodged within 14 days of decision |
| Total estimated time | Up to 8 weeks |
5. Confidentiality
All complaints are handled with the utmost confidentiality. Information will only be shared with those directly involved in the process (complainant, respondent, Ethics Committee members, and relevant Council staff). Both parties are expected to maintain confidentiality throughout the process.
6. Protection from Victimization
No Victimization
The Council will not tolerate any form of victimization, harassment, or retaliation against anyone who lodges a complaint in good faith. If you believe you are being victimized for making a complaint, please inform us immediately.
7. Complaints About the Council
If your complaint is about the Council itself (staff, processes, or decisions):
- Please address it to the Council Secretary at secretary@bodyartcouncil.co.za
- The Secretary will acknowledge within 5 working days
- A response will be provided within 15 working days
- If unsatisfied, you may request review by the Council Executive Committee
8. External Bodies
If you are not satisfied with the outcome of our complaints process, you may refer the matter to:
- National Consumer Commission: For consumer protection matters
www.thencc.gov.za | 012 065 1400 - Health Professions Council of SA (HPCSA): For serious health-related matters
www.hpcsa.co.za | 012 338 9300 - South African Police Service: For criminal matters
9. Contact the Ethics Committee
Ethics Committee
Email: ethics@bodyartcouncil.co.za
Phone (Pretoria): +27 12 881 3666
Phone (Cape Town): +27 21 569 4130
Please request to speak to the Ethics Committee
Ready to Submit a Complaint?
Use our secure online form for the fastest processing.
Submit Online ComplaintYou will receive an immediate acknowledgment with a reference number.
The Council is committed to fair, transparent, and timely resolution of all complaints.