AHA acknowledges that there may be occasions where a funded agency may wish to express concern regarding the conduct of an assessment. The concern/s may relate to any aspect of the assessment process and/or assessor conduct. In these circumstances the following procedure applies.
Complaints can be lodged as a hard copy letter or electronically via email. Where a funded agency lodges a complaint by telephone in the first instance, AHA will attempt to resolve the issue to the complainant’s satisfaction at that time. Where resolution is achieved a record of conversation is documented, and the complaint considered to be finalised. Where resolution cannot be achieved, the complainant will be directed to document their concerns, either on the
complaints form or in a letter, and submit this information via email to enable further investigation.