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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.

 

 

Submit a complaint