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Complaints management

PM&C manages complaints impartially and transparently through our complaints and feedback system. Complaints and feedback are usually received through the online portal on the PM&C website, the complaints email address (complaints [at] help.pmc.gov.au) and the complaints hotline (02 6271 5688).

During 2018–19, 93 complaints were received, compared with 50 complaints in 2017–18. This increase comes as a result of improved capture of data, including through complaints received in PM&C’s Regional Network.

Following the commencement of the Government Procurement (Judicial Review) Act 2018 in April 2019, PM&C also developed a guideline for dealing with procurement complaints. This guideline sets out the requirements for handling complaints we receive that concern an alleged actual or proposed breach of the Commonwealth Procurement Rules relating to covered procurements.