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Complaints management

PM&C welcomes feedback from the community as a way to continually improve our services and ensure the professionalism of our staff. Under our complaints-handling policy, PM&C can assess complaints regarding our services, the conduct of our staff and any PM&C procurement activities that fall under the Government Procurement (Judicial Review) Act 2018.

In 2020–21 we undertook a review of the Department’s complaints-handling policies and procedures to ensure alignment with the Commonwealth Ombudsman’s latest guidance and to better address issues raised by members of the public.

Between 1 July 2020 and 30 June 2021, PM&C received 10 complaints that were in line with our complaints-handling policy. Eight complaints were resolved and 2 were in the process of being assessed as at 30 June 2021. During the same period, we did not receive any complaints relating to the Government Procurement (Judicial Review) Act 2018.