Complaints
FPA Australia can action complaints against the
following:
- People accredited under the Fire Protection Accreditation
Scheme including:
Fire Safety Assessors, Fire System Designers and Inspection and
Testing
- People accredited under the Bushfire Planning and Design
Scheme
- FPA Australia members (companies)
- FPA Australia staff
FPA Australia cannot action complaints against
the following:
- Installation work
- Certification work
- Compensation matters
- Contractual disputes
- Rectification of defective work
- Hearsay
Before you submit a complaint to FPA Australia, we recommend you
consider writing a letter of complaint to the complaint
subject - that way, the business or persons are clearly aware
of the problem and what you want, and you also have a record of
your contact. This gives you the opportunity to discuss your
concerns and potentially resolve your issue without lodging a
formal complaint.
When making a complaint submission to FPA Australia, it is
required that you provide as much information and evidence as
possible, in order to substantiate your complaint and allow FPA
Australia to sufficiently investigate the matter.
You may choose to remain anonymous; regardless, all matters that
are reported to FPA Australia are kept in confidence and in
accordance with the FPA Australia Complaints Handling and Privacy
policies.
Please note that if you choose to remain anonymous or withhold
information, we may not be able to handle your complaint. If you
provide contact details for yourself to FPA Australia, we will
endeavour to keep your details private as we investigate your
complaint.
Following your submission, you may be required to provide
further information and evidence to support the complaint. If no
response or further information is provided within ten (10)
business days, FPA Australia may close the complaint and file the
matter pending further information. We may re-open the complaint
once further information is provided.
FPA Australia will endeavour to process all complaints as quickly
as possible, however we are unable to give timeframes to
complainants as this is dependent on the information that may need
to be gathered.
For more information on how FPA Australia handles complaints,
please refer to the FPA Australia
Complaints Handling Policy.