Information for Industry
Revised: 9 July 2013
Regulatory Feedback: Our Complaints Process
Medsafe welcomes feedback, including complaints, from stakeholders who are engaged in regulatory
processes administered by Medsafe or seek advice from Medsafe.
Complaints will be used to assist Medsafe to correct any problems with its operations, help maintain
positive relationships with stakeholders and provide information that can be used to improve the quality of
Medsafe will ensure that it handles complaints in a manner that is timely, fair and transparent.
If you have a complaint please contact us with the details.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within five working days of its
receipt and enclose a copy of this policy for your reference.
- We will then investigate your complaint, ensuring that the review is conducted by a person who is
not the subject of the complaint and has not dealt with the matter that is the subject of the complaint.
The reviewer will provide a report on the merits of the complaint and recommendations for its resolution
and for any follow-up action that should be undertaken as a quality improvement initiative, to the Group
Manager within fifteen working days of receipt of the complaint.
- We will write to you within twenty working days of receipt of your complaint confirming our position
on your complaint and explaining our reasons.
- We will use the information gathered during complaints investigations to help us improve the quality
of our operations.