This consultation closed on 9 June 2021
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.
We invite written comment from 10 May 2021 to 9 June 2021 on the proposed mechanisms outlined in the policy to manage complaints and feedback.
Please note: 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 (refer to the public consultation coversheet).
Please lodge your submission using the public consultation coversheet, which provides options for how your submission will be published.
Note that 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.
Please send your written submission and coversheet by email or post to:
Email: complaints@apvma.gov.au
Post:
Corporate Services
Australian Pesticides and Veterinary Medicines Authority
GPO Box 3262
Sydney NSW 2001
Submissions received
On 10 May 2021, the Australian Pesticides and Veterinary Medicines (APVMA) published for comment a draft Complaints Handling Policy.
In response to the consultation, 4 submissions were received. Of the submissions received, 3 were from industry bodies and one was from an individual. A consolidated summary of these submissions is available on our website.
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Organisation |
Summary of submission |
|---|---|
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Animal Medicines Australia |
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CropLife Australia |
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Member of the public (Name withheld) |
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Accord Australasia |
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Consultation feedback
The APVMA has updated its Complaints Handling Policy in response to feedback received through the public consultation process. This included making suggested amendments relating to:
- further addressing issues regarding confidentiality and anonymous complaints
- defining ‘stakeholders’
- multi-agency related complaints
- ongoing review of the policy and whether it meets its objectives
- the commitment that the APVMA will publish an annual summary of the number of complaints received and their outcome.
The APVMA Complaints Handling Policy will be reviewed 12 months after inception. This will provide the APVMA with a benchmark to assist with measuring the performance of the policy and identify opportunities for improvement. Following the initial 12-month review, the APVMA Complaints Handling Policy will be regularly reviewed as part of the agency’s ongoing policy review cycle.
Information about how to make a complaint is available on our website.