All complaints shall be dealt with promptly and within an appropriate timeframe, according to the complexity of the issues.
Where necessary the complaints will be treated confidentially to ensure the commercial interests of tenderers and/or integrity of PTA employees involved in the process are not compromised.
In instances where a complainant is found to have frivolously or recklessly complained, action may be taken to recover any costs incurred by PTA as a result of such claims.
Unresolved grievances process
If the Supplier remains unsatisfied with the findings provided by the PTA, an official complaint should be registered with the Department of Finance’s Feedback Management System.
Finance will then undertake an independent review of the complaint. The review does not replace any statutory or legal avenues available to a supplier. Once the review is completed, all parties will be notified in writing of the decision.