| (1) | This instruction applies only to the procurement of goods and services and is to be read in conjunction with Instructions 1101 to 1124.
Further information, including a definition of "goods and services", can be found on the Buying for Government section of www.purchasing.tas.gov.au.
Refer to Instructions 1201 to 1229 for information in relation to procurement of building and construction and roads and bridges. |
| (2) | All agencies must establish a procurement complaints process. |
| (3) | As part of this process, agencies must: |
 | (a) | deal with complaints in a timely and impartial manner; |
| (b) | nominate a procurement complaints officer and advise details to the Department of Treasury and Finance, for placement on the Winning Government Business section of www.purchasing.tas.gov.au. Agencies must ensure that Treasury is advised of any changes as they occur; |
| (c) | document the agency procurement complaints process in a policy and procedures manual; |
| (d) | ensure that all quotation and tender documentation refers to the agency's procurement complaints process; |
| (e) | provide information on the complaints process to suppliers, on request; and
This should include a copy of the supplier’s guide, Got a complaint, a copy of which can be found in the Winning Government Business section of www.purchasing.tas.gov.au, under Resources. |
| (f) | establish a database to record information on all written complaints and their outcomes. The information recorded must include: |
| | (i) | the date the complaint was made; |
| | (ii) | the complainant’s details (eg. business name, contact details); |
| | (iii) | a brief description of the complaint; |
| | (iv) | action in progress (including dates action taken); |
| | (v) | the outcome (including whether the complaint was resolved or whether it was referred to another body for further review); and |
| | (vi) | the response time. |
| (4) | Agencies must provide a report containing the complaints information to the Department of Treasury and Finance, in respect of all procurement complaints received during the financial year, within ten working days of the end of the financial year.
The goods and services procurement complaints report should be compiled together with the building and construction/roads and bridges report (refer to Instruction 1219) and forwarded to the Department of Treasury and Finance as one.
Further information on the procurement complaints process can be found in the Buying for Government section of www.purchasing.tas.gov.au, under Purchasing Framework (Purchasing Policies). |
