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Download the Complaints Policy regarding Accredited Programs (6 pages PDF)
This policy ensures we handle complaints about accredited programs fairly and transparently.
It applies to complaints that an accredited program did not comply with our accreditation standards.
We will consider:
We will not consider:
Other organisations you may want to contact about your concern:
To ensure that we handle complaints related to APC accredited programs in a transparent and equitable way that is consistent with the requirements of the National Law and the Quality Framework.
This policy applies to the APC Accreditation Business Unit for the handling of systemic complaints regarding third party organisations (accredited programs and their providers). This policy does not cover the handling of personal complaints against an accredited program or provider.
General complaints against APC can be lodged via our contact us page.
Complaints regarding systemic concerns related to accredited programs, where the complaint may highlight non-compliance against the approved accreditation standards.
Complaints of a personal nature, where an individual is seeking an investigation into aspects of an accredited program. Complaints of this nature should be addressed via the complaints processes offered by the accredited provider. APC will not address personal complaints against accredited programs or program providers.
Complaints regarding the advertising of an accredited program, where that advertising does not violate existing APC policies regarding the promotion of programs. These complaints should be addressed to the Australian Skills Quality Authority or Tertiary Education Quality Standards Agency for investigation.
Complaints regarding an accredited program must be submitted in writing to the APC Executive Director Professional Services (EDPS) at accreditation@pharmacycouncil.org.au. The EDPS will determine if the complaint falls within the jurisdiction of APC. If so, APC will confirm if the complainant is willing to share the details and nature of their complaint with the provider before proceeding with an investigation.
In order to conduct an investigation of an accredited program, APC must be able to share the details regarding the complaint with the program provider. Investigations will be conducted against the relevant Accreditation Standards using examples from the complaint in an effort to substantiate the claims made by the complainant. In line with the rules of natural justice and procedural fairness, APC will be unable to undertake an investigation where permission has not been granted by the complainant to provide details of the complaint to the provider. The APC intends to maintain the complainant’s anonymity in the course of investigating a complaint, however the program provider may become aware of the source of the complaint.
Both the complainant and the program provider will be given information regarding the outcome of the complaint. In the event of a complaint being upheld, the investigation could result in a modification of the accreditation status of an accredited program. Such an outcome would result in further monitoring by APC as detailed in our Accreditation Quality Assurance and Monitoring Policy.
The details and outcomes of complaints will also be reported to Ahpra as part of APC's reporting schedule.
The Accreditation Business Unit is responsible for implementing and ensuring compliance with this policy through the creation and maintenance of effective procedures.