Our complaint handling standards

Our Complaints and Feedback Management Policy (PDF, 645.0 KB) identifies the legislation we are required to adhere to when handling complaints, and highlights our commitment to implementing a principle-based approach to complaint handling.

Support and assistance

For questions or assistance with any aspect of our process for managing contracting complaints, please contact your assigned contract manager.

Principles for effective complaint handling

For the purposes of handling contracting complaints, we have adopted the policy’s principles as follows:

Respectful treatment
We will treat service providers in a fair, objective and unbiased manner. We will ensure that no unfair treatment comes from making a contracting complaint.

Information and accessibility
We will make it easy to make a contracting complaint to us.

Good communication
We will acknowledge receipt, provide updates of progress, and clearly communicate review outcomes and decisions.

Taking ownership
We will notify the complainant of who will be dealing with their complaint.

Timeliness
We will aim to resolve complaints quickly and, where possible, locally with our contract managers.

Transparency
We will provide reasons for our decisions and let you know how to escalate.

Timeframes for handling complaints

We aim to deal with complaints within 25 business days:

• acknowledge complaints within 5 business days
• resolve or close complaints within 25 business days of receiving the complaint
• if unable to resolve or close a complaint within 25 business days, notify the complainant of the reasons and give them updates of our progress.

These timeframes are based on the NSW Ombudsman’s best-practice guidelines. However, contracting complaints may require longer than 25 business days to resolve.

We accept anonymous complaints. However, we may find it difficult to thoroughly assess and respond to a matter if there is insufficient detail. In this circumstance we:

• will not be able to communicate with the complainant to acknowledge receipt of the complaint or obtain further information
• may not be able to investigate the complaint or may not be able to investigate it as thoroughly
• will not be able to report the outcome to the complainant.