How we handle contracting complaints

The process we follow when handling contracting complaints made about us or about a service provider contracted by us.

Closing the complaint

We aim to resolve matters within 25 business days of receiving the complaint.

We will send a closure letter to the complainant outlining:

the outcome of the review and/or investigation, and whether underlying issues were identified
if appropriate for the complainant to know, any actions taken or proposed to be taken by us, and reasons for the actions or proposed actions
if the complainant is unhappy with the outcome, how to appeal; and if unhappy with the handling of the complaint, how to escalate.

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Last updated: 02 Oct 2020