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APRA's complaints handling standards

APRA is committed to complying with the following complaints handling standards and guidelines:

Complainants can expect the following specific standards, based on the Australian Standard 10002:2022 Guidelines for complaint management in organizations (ISO 10002:2018, NEQ).

  • Commitment: APRA is committed to treating complaints seriously and dealing with them promptly, fairly and genuinely. APRA acknowledges the public’s right to complain about our services, decisions, actions and officers. APRA has a written complaints policy and accompanying staff procedures.
  • Fairness: APRA recognises the need for fairness to both the complainant and any staff member who has a complaint made against them. Each complaint is addressed in an equitable and unbiased manner, in consultation with people from both sides involved in the complaint to establish a common ground and verify explanations, whenever possible.
  • Resources: APRA provides adequately trained staff to handle complaints with sufficient levels of delegated authority, acknowledging that it is not possible to predict volumes of inquiries.
  • Visibility: APRA provides avenues for complainants to make external complaints, including a postal address, local free phone facilities and an online complaint form. 
  • Accessibility: APRA's complaint handling avenues are readily available to the public along with this Policy document, and are flexible, free and easy to use. Information is clearly explained in plain language.
  • Assistance: Using the above avenues, APRA staff can also assist members of the public in accessing the complaints handling process and the formulation of their complaint, if required. 
  • Responsiveness: APRA responds to complaints courteously and as promptly as possible. Complainants can expect a response from APRA within 15 working days, or within a reasonable timeframe depending upon the complexity of the matter as determined by APRA.
  • Collection of information: All complaints received by APRA and the resultant actions are recorded, with the information centrally collated for review.
  • Reviews: APRA reviews its complaints handling processes on a regular basis.
  • Escalation: You may contact the Commonwealth Ombudsman on 1300 362 072 or via their website if you are not satisfied with how APRA handles your complaint.