Complaints (Direction 8.3)

Direction 8.3 explains the requirement for Agencies to establish appropriate processes to respond to complaints.

Complaints (Direction 8.3)

Effective date: 1 July 2018

Principles

Value for money, probity and scalability are procurement principles that are specifically relevant to capability building, performance and continuous improvement of both the supplier market and Agency staff.

Of particular relevance to this Direction are the following construction procurement principles:

  • encouraging appropriate innovation and responsiveness in the supplier market;
  • treating all tender participants fairly and equally;
  • fostering continuous improvement and building appropriate skills and capability in the conduct of Public Construction Procurement; and
  • undertaking Public Construction Procurement in accordance with the relevant legislation, policy, guidance and any mandatory requirements in these Directions.

8.3 Complaints

Agencies must establish appropriate processes to respond to complaints raised by tender participants (and potential participants) about the conduct of Public Construction Procurement by the Agency.

Complaints (Instruction 8.3)

Effective date: 1 July 2018

Objective: To define the requirements for complaint handling

Agencies must ensure that they handle complaints from suppliers and potential suppliers in an appropriate manner.

Tools resources and assistance

Complaints (Direction and Instruction 8.3) are supported by non-mandatory guidance Complaints (Guidance 8.3).

The Practitioners Toolkit includes key documents, guidance and information relating to the Ministerial Directions and Instructions.

For further information about the Ministerial Directions and Instruction for public construction procurement, please contact the Construction Policy Team.

Reviewed 02/07/2018
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