The Australian Pesticides and Veterinary Medicines Authority (APVMA)’s Complaints Handling Policy has been developed to guide the APVMA’s handling of both internal and external complaints received by the agency. The policy was updated in 2021 to incorporate feedback received from a public consultation process and again in 2024 to ensure it is aligned with best practice complaints handling guidance from the Commonwealth Ombudsman and New South Wales Ombudsman. The purpose of the policy is to create an accessible, efficient and effective complaint handling process and to enable the APVMA to use complaints as a source of information about ways it may improve its regulatory services and broader operations.

The APVMA intends to ensure that complaints are managed fairly, efficiently and effectively, and to improve accountability and promote stakeholder confidence.

The APVMA’s management of complaints will:

  • enable us to respond to issues raised by people making complaints in a timely and cost-effective way
  • provide information that can be used by us to deliver quality improvements in our regulatory services, staff and complaint handling.

What a complaint is

The Complaints Handling Policy defines a complaint as:

"an expression of dissatisfaction made to or about the APVMA, our regulatory services, staff or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required."

A complaint is different from feedback or a service request.

How to make a complaint to the APVMA

Complaints may be made using any of the following methods:

Email: complaints@apvma.gov.au

By letter addressed to:

Complaints
Australian Pesticides and Veterinary Medicines Authority
GPO Box 574
Canberra ACT 2601
Australia

The APVMA may also receive complaints via:

  • another agency or entity
  • a government minister’s office.

Complaints can be submitted anonymously.

Information to include in your complaint

To help the APVMA respond quickly and effectively to complaints, you should:

  1. specifically address the matter to the APVMA
  2. clearly explain the issues that fall within the legislative responsibilities of the APVMA
  3. provide as many specific details about the issue as possible, including any steps that have been taken to attempt to resolve the issue
  4. provide any supporting evidence or relevant documentation
  5. outline your desired outcome or resolution.

It is also helpful if you respond to any requests from the APVMA for additional information or clarification in a timely matter.

Alternatives to making a complaint

Addressing complaints

Following consideration of the complaint and any investigation into the issues raised, we will contact the person who has made the complaint and advise them of:

  • the outcome of the complaint and any action we took
  • the remedy or resolution/s that we have proposed or put in place
  • any options for review that may be available to the complainant, such as an internal review, external review, or appeal.

What you can do if you are unhappy with the way the APVMA dealt with your complaint

If you are not satisfied with the handling of your complaint, you may refer the complaint to an external body such as the:

  • Commonwealth Ombudsman, who can investigate complaints about the administrative actions of Australian Government departments and agencies, including the APVMA. In most instances, the Ombudsman will not investigate complaints about the APVMA until the APVMA has been made aware of the complaint and given an opportunity to resolve the matter. The Commonwealth Ombudsman can be contacted on 1300 362 072 or via the Commonwealth Ombudsman website
  • Australian Information Commissioner (OAIC), who can review decisions related to breaches of privacy, or the Freedom of Information Act 1982. OAIC can be contacted on 1300 363 992 or via the Australian Information Commissioner website
  • Australian Human Rights Commissioner (AHRC), who can investigate complaints of discrimination and breaches of human rights. The AHRC can be contacted on 1300 656 419 or via the Australian Human Rights website.

Privacy statement

  • Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable.
  • The collection of personal information by the APVMA when a complaint is submitted is for the purposes of enabling the APVMA to contact you in relation to your complaint and related purposes. 
  • Personal information may be disclosed to other Australian government agencies, persons or organisations where necessary for the above purposes of enabling the APVMA to contact you in relation to your complaint and to respond to your complaint, provided the disclosure is consistent with relevant laws, in particular the Privacy Act 1988 (Privacy Act). Your personal information will be used and stored in accordance with the Australian Privacy Principles.
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