Revised: 9 July 2013

Information for Industry

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's operations.

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?

  1. 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.
  2. 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.
  3. We will write to you within twenty working days of receipt of your complaint confirming our position on your complaint and explaining our reasons.
  4. We will use the information gathered during complaints investigations to help us improve the quality of our operations.


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