All complaints shall be dealt with promptly and within an appropriate timeframe, according to the complexity of the issues.
Where necessary the complaints will be treated confidentially to ensure the commercial interests of tenderers and/or integrity of PTA employees involved in the process are not compromised.
In instances where a complainant is found to have frivolously or recklessly complained, action may be taken to recover any costs incurred by PTA as a result of such claims.
Unresolved grievances process
Should the complainant not be satisfied with the outcome of the investigation, as detailed in the response from the Tendering and Contracting Manager, the complainant may formally request the Tendering and Contracting Manager to refer the matter to the:
- Department of Finance
- PTA Managing Director, or
- Third Party Investigator.
If still dissatisfied, the complainant may formally request the Tendering and Contracting Manager to refer the complaint to the Ombudsman.