APVMA Complaints Handling Policy

The purpose of this document is to provide a statement on the policy position of the APVMA in managing complaints and feedback 

The Australian Pesticides and Veterinary Medicines Authority (APVMA) is seeking feedback on its draft Complaints Handling Policy. The APVMA Complaints Handling Policy has been updated to align with best practice complaints handling guidance from the Commonwealth Ombudsman and NSW Ombudsman, with the intention of creating an accessible, efficient and effective complaint handling process. The policy is intended to operate as an internal APVMA policy for the handling of both internal and external complaints received by the agency. 

Written comments from 10 May 2021 to 9 June 2021 on the proposed mechanisms outlined in the policy to manage complaints and feedback. 

Interestingly, the authority has stated that submissions will be published on the APVMA’s website unless you have asked for the submission to remain confidential, or if the APVMA chooses at its discretion not to publish any submissions received. 

Further, all APVMA documents are subject to the access provisions of the Freedom of Information Act 1982 and may be required to be released under that Act should a request for access be made.