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For media information please contact Chris Ogden, Executive Services Manager on 33241511 or 0431 302 237 or email firstname.lastname@example.org
Complaints and Appeals
Any QAST client has the right to lodge a complaint or appeal a decision made by the Association. They should also expect their complaint or appeal to be managed fairly, effectively and efficiently. Appeals to decisions must be lodged within the Association’s appeal period of six months. Complaints may be lodged at any time.
Clients may make a complaint or appeal by:
Contacting the Association and making the complaint or requesting an appeal verbally or in writing in the first instance. The complaint or appeal will be registered in a complaint database filed within the QAST database. A complaint officer, who is not the subject of or directly related to the complaint or appeal, will be appointed and this person will be responsible for ensuring that the complaint is made in writing on a standard complaint or appeal form and signed by the complainant. This officer is also to inform the client of the complaints and appeals process and to be a primary contact for the client to access information on the progress of their complaint or appeal and any outcomes to date.
Requesting in writing that the matter be referred to a member of the Association’s Quality Subcommittee in the event that a client is not satisfied with the outcomes of the initial complaints and appeals process.