The Board has issued guidance on complaints management, which can be accessed on ProcurePoint.

Section 176 of the Public Works and Procurement Act 1912, requires agencies to undertake procurement in accordance with, among other things, the principles of probity and fairness.

An effective complaints management process assists agencies to deliver on these principles, and in maintaining productive working relationships with suppliers. A robust and transparent complaints process can also be a valuable tool in diagnosing problems in government procurement, working to continuously improve procurement systems and standards.

Agencies have a responsibility to resolve complaints concerning their procurement actions at the appropriate agency level (usually commencing at the area undertaking the procurement), escalating as necessary, and referring to external statutory bodies as appropriate.

Complaints unresolved at the conclusion of this process can be referred to the Board. In this instance, copies of all correspondence with the agency concerned and all other relevant material need to be provided. The Board will review the material and information supplied by the complainant and the agency before making any decision to investigate a complaint. Where the Board considers the agency has dealt with a complaint in an appropriate manner, it will decline to investigate separately.