IntroductionThe role of the Department of Health (Health) is to achieve the Australian Government’s priorities for improved health. To achieve these priorities the department invests Commonwealth monies in programs via both procurement and grant activities.
To ensure administrative transparency, the department has a complaints handling procedure for procurement and grants that is designed to be:
Process for lodgementIf you wish to lodge a complaint about a procurement or grant process, you should write to the Departmental Contact Officer for that process. You should provide details of the basis for your dispute or complaint including:
- a clear statement regarding what you consider was defective in the procurement or grant process;
- copies of, or references to, information to support the complaint; and
- a statement regarding what you wish to achieve as an outcome from the complaint process.
Process for assessmentThe Contact Officer or his/her manager will acknowledge receipt of your complaint in writing within 10 working days of receiving it. If further correspondence or information is required, we will give you no less than 15 working days to respond to any communication from the Department of Health unless the matter is urgent.
The Departmental Contact Officer, and his or her manager will then attempt to resolve the matter.
The department will advise you of the decision in writing within a reasonable timeframe. This will usually be within 15 working days of receiving all written correspondence relating to a complaint.
Process for reviewIf you are not satisfied with the department’s response then you may seek an independent internal departmental review of the complaint.
The internal review officer will write to notify of their appointment. They will also outline the expected time frame for making the internal review decision. The notice may also include a request for any further information needed to conduct the review. We will give you no less than 15 working days to provide us with any further information, unless the matter is urgent.
The internal review officer will notify you in writing of the decision within the timeframe specified in the original notice.
If you are not satisfied with the department’s response, you may wish to lodge a complaint with the Commonwealth Ombudsman.