Complaints and Public Feedback Procedure
GSQA-REV-001
Information required for complaints
Provide the issue, relevant record or product, facts, evidence and question to be addressed. Contact details are used only for handling, and unrelated personal data are not disclosed publicly. Feedback without private attachments may be submitted without registration.
Response times
Receipt is confirmed within three working days; intake, further information or referral is explained within five working days. A result is normally provided within twenty working days, or the reason for unfinished work and a specific next date are stated. An automatic receipt is not an intake or investigation finding. Misrouted matters may be referred with the original receipt linked, avoiding unnecessary resubmission.
Independent examination and closure
The handler must have no unresolved conflict of interest. Give relevant parties a reasonable opportunity to respond and distinguish established facts from allegations. State reasons and necessary corrections on closure. A complaint alone does not automatically revoke an award.
Complaint scope
Complaints may concern project service, procedure, impartiality or facts related to an award. An applicant or award holder challenging a particular decision should request review. Suspected unauthorised mark use and ordinary information errors have dedicated feedback routes.
Preparing a complaint
Identify the relevant award, application or page where possible, with facts, dates, supporting material and matters to be checked. Distinguish direct observations from inference. Anonymous information may be considered, but may limit further verification and replies.
Submitting a complaint
Use the complaint route to provide facts, dates, sources and the issue requiring examination. Text-only reports may be submitted without an account. Non-public attachments follow the page’s login and file-access process; do not paste confidential material or unrelated personal information into public-facing text fields. A reply channel assists clarification and communication. Anonymous leads may be considered but may limit verification or an individual response.
Complaint handling
After acceptance, check scope and information and assign appropriate personnel to examine evidence and responses. Interim measures may be taken under the rules where a material risk exists. Complaints do not automatically cancel awards, and complaint volume does not replace evidence.
Receipts and further communication
Retain the receipt and the access method provided with the submission. A reference alone is not authority to access all private material. Further information should identify the original reference and use an authorised route. Outcomes describe verified matters, reasons, appropriate measures and further procedures; confidentiality and others’ rights may limit disclosure to an unauthorised third party.
Evidence, responses and closure records
Record leads, evidence, parties’ explanations, checks and reasons separately, distinguishing established facts from unverified allegations. A person with an unresolved relevant interest must not handle their own concern. Corrections or status assessments follow the appropriate procedure and link the outcome; complaint volume does not itself justify cancelling an award.
Routing other requests
Challenges to a party’s formal decision use reconsideration; field errors use correction; mark concerns use misuse reporting; personal-information rights use privacy requests. Complaints do not exclude those procedures or other available legal rights. Privacy requests follow their applicable requirements rather than automatically inheriting general complaint deadlines.