feedback, complaints and review of decisions

APVMA staff work to a Customer Service Charter which explains our aims and goals, our service standards, what we can and cannot do to assist, and how our stakeholders can assist us.

To contact the APVMA - see the list of contact details and appropriate officers.

Feedback and Complaints

To provide feedback (especially complaints) to the APVMA there are several options described in the Service Charter:

talk to the staff member you are dealing with and try to negotiate an agreeable solution;
if you remain unsatisfied, talk to that staff member's manager and negotiate a solution;
if you want to provide further feedback , or the above suggestions are not appropriate in the circumstances, write to:

APVMA Feedback Register, APVMA PO Box 6182 KINGSTON ACT 2604
Phone: 02 6210 4700
Email feedback@apvma.gov.au

Correspondence to the Feedback Register will be assigned to a senior manager to resolve. All complaints received are considered at senior management meetings.

Review of Decisions

To seek review of certain decisions made under APVMA's legislation, an application can be made to the General Counsel for a formal re-consideration. See the Agricultural and Veterinary Chemicals Code Act 1994, section 166 for the process and section 167 for the decisions which are applicable.

Read Resolution of science-based disputes