Objectives
This policy is intended to ensure that we handle complaints fairly, efficiently and effectively.
Our complaint management system is intended to:
• To deliver a consistent, high-quality and accountable response to complaints across the PPAQ.
• boost member confidence in our administrative process.

Managing unreasonable conduct by people making complaints
We are committed to being accessible and responsive to all people who approach us with feedback or complaints. At the same time our success depends on:
• our ability to do our work and perform our functions in the most effective and efficient way possible
• the health, safety and security of our staff, and
• our ability to allocate our resources fairly across all the complaints we receive.
When people behave unreasonably in their dealings with us, their conduct can significantly affect the progress and efficiency of our work. As a result, we will take proactive and decisive action to manage any conduct that negatively and unreasonably affects us and will support our members to do the same in accordance with this policy.

Objectivity and fairness
We will address each complaint with integrity and in an equitable, objective and unbiased manner.
We will ensure that the person handling a complaint is different from any staff member whose conduct or service is being complained about.
Conflicts of interests, whether actual or perceived, will be managed responsibly. In particular, internal reviews of how a complaint was managed will be conducted by a person other than the original
decision maker.

Confidentiality
We will protect the identity of people making complaints where this is practical and appropriate.
Personal information that identifies individuals will only be disclosed or used by the PPAQ as permitted under the relevant privacy laws, secrecy provisions and any relevant confidentiality obligations