The GBMA seeks to use all reasonable endeavours to provide Consumers, Healthcare Professionals and other Stakeholders with an effective method to redress complaints against a Member with regard to breaches of the Code.
To this end the GBMA has established a Code Complaint Committee (CCC) to adjudicate on any potential complaints received from stakeholders. The complaint process is set out under section 10 of the GBMA Code of Practice.
In the event that the GBMA receives a complaint from a Stakeholder which has not yet been directed to the relevant Member, GBMA will recommend to the Stakeholder that they utilise the Member’s complaint handling system in the first instance.
If the Stakeholder is not satisfied with the action or decision of the Member, the Stakeholder may refer the complaint to the GBMA Code Complaint Committee (CCC) via the GBMA secretariat. Complaints are to be made in writing to the GBMA.
In the interests of avoiding frivolous or trivial complaints, individuals or bodies making a complaint (the Complainant) are required to provide their name and contact details and details of affiliation with any relevant professional, industry or consumer association. The CCC may, but is not required to, consider complaints which do not provide this information. The CCC may, but is also not required to, consider anonymous complaints. The party making the complaint may request that GBMA keep this information confidential.
The complaints process is free of charge for complaints made by Consumers, Healthcare Professionals and Government. Industry representatives making a complaint must lodge a fee of $5,000 to cover the costs associated with the administration of the Code Complaints Committee.
The CCC will convene as required to consider complaints from Stakeholders and referrals from the Independent Reviewer. In assessing any Complaint, where relevant, the CCC will apply the terms of the GBMA Code.
Once the CCC has met and considered the complaint and reached a decision, the Chairperson of the CCC will prepare a short summary of the Decision, including the reason/s for the decision and the proposed sanction (if any) to be imposed.
All Final Decisions of the CCC will be published on the GBMA website after all appeal rights have been exhausted.