Supplier grievances

We have established a process to address supplier grievances, to ensure that an appropriate practice is followed

Complaints process

Complaints in relation to procurement activities can be made to the PTA verbally or in writing.

Verbal complaints

Verbal complaints can be referred to the contact officer nominated in the tender documents, who will clarify or hold discussions with the complainant to attempt to resolve the issue.

If from discussions the complainant is still not satisfied, the complainant is advised to submit any concerns in writing to the Manager Procurement.

Written complaints

Written complaints relating to procurement activities can be referred to:

Martin Sale
A/Manager Procurement
Public Transport Authority
PO Box 8125
Perth Central Business Centre WA 6849

Contact details:

(08) 9326 2969
martin.sale@pta.wa.gov.au

The Manager Procurement will arrange for the complaint to be investigated and will provide a written response to the complainant on the outcome of the investigation.

If it appears that the complaint will not be resolved within ten (10) working days, the Manager Procurement will provide interim advice to the complainant on the estimated time frame for completing the investigation and providing a written response.

Handling complaints

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 Manager Procurement, the complainant may formally request the Manager Procurement to refer the matter to the:

State Supply Commission (SSC)
PTA Managing Director, or
Third Party Investigator.

If still dissatisfied, the complainant may formally request the Manager Procurement to refer the complaint to the Ombudsman.