FSANZ Feedback and Complaints
How we handle feedback and complaints at Food Standards Australia New Zealand
What is FSANZ?
Food Standards Australia New Zealand (FSANZ) is an independent bi-national organisation responsible for developing food standards. FSANZ has offices in Canberra and Wellington.
FSANZ works with Australian Commonwealth, State and Territory, and New Zealand Government agencies, and non-government organisations in Australia and New Zealand, to protect the health and safety of Australians and New Zealanders through the maintenance of a safe food supply.
FSANZ is not responsible for enforcement of the Food Standards Code
Complaints handling and client feedback
FSANZ welcomes both positive and negative feedback because it helps us identify those things we do well and those that we need to improve.
The objective of FSANZ feedback and complaints handling mechanism is to resolve problems as quickly as possible and to identify those areas where our service does not meet acceptable standards or expectations.
We will also investigate the circumstances which led to the complaint and take appropriate steps to ensure that similar problems do not happen again.
How does it work?
You should advise us if you feel that:
- FSANZ does not do its work in line with stated procedures;
- the service provided by, or the conduct of a staff member, does not meet acceptable standards or your expectations; or
- any aspect of our services or our decision making processes are unsatisfactory.
You should first ask to speak to the FSANZ Project Manager responsible for the standards issue about the matter of concern. He or she will work with you to try to resolve your problem.
If you can not resolve your problem with the Project Manager you should ask to speak to a supervisor or Program Manager.
Or, you might like to speak to one of the designated Complaints Managers in our Canberra or Wellington Offices. The role of the Complaints Managers is to manage any formal complaints received by FSANZ.
FSANZ Dispute Panel
If you have been unable to resolve your problem with a FSANZ officer, you may ask to have your complaint assessed by the Disputes Panel established by FSANZ. This can be discussed with the Complaints Manager. You will be required to prepare a formal written complaint at this stage of the process, outlining the exact nature and details of the complaint.
The Disputes Panel will discuss the problem with you, review the options and circumstances, and recommend to the Managing Director of FSANZ any action that it believes should be taken.
At the completion of this process we will provide you with a copy of the recommendations and the reasons for the decision.
On some occasions, FSANZ may call in a qualified mediator to help clarify the issues, explore options and look for solutions. He or she will not impose a decision upon either party.
The Ombudsman
If you are still unhappy with the decisions made by FSANZ you may approach the Commonwealth Ombudsman in Australia who will review your complaint and the response given by FSANZ.
Certain Rights to Review and the Administrative Appeals Tribunal (AAT)
If you have made an application for the development of a new food standard or to amend an existing one, and are unhappy about FSANZ decisions in certain circumstances (such as in the initial assessment process, not to proceed to a full assessment or to omit part of the food standards development process,) you can ask for an internal review to be taken by FSANZ and/or appeal to the AAT in Australia.
Whenever these decisions are made, FSANZ is required to advise you of your rights in this regard.
Our commitment to complaints handling
We are committed to providing a complaints handling system which is fast, fair and confidential.
We will acknowledge your complaint in writing within ten working days of receipt.
Some complaints can be resolved quickly, however, complex matters may take some time to resolve.
Contacting the right person
New Zealanders making a complaint to the Wellington Office about a project managed in Canberra can arrange to have the responsible officer phone them back.
The same arrangement applies if the Project Manager is based in Wellington and you are living in Australia.
If you are unsure about who you should speak to, you can contact one of the Complaints Managers either in our Canberra or Wellington offices listed below.
To find out more about FSANZ
To find out more about FSANZ and its services, visit the FSANZ website www.foodstandards.gov.au or www.foodstandards.govt.nz .
Alternatively, information requests of a more general nature may be directed to the FSANZ Information Officer by email at info@foodstandards.gov.au.
Responsibility for Enforcement Matters
Government food authorities or health departments in each Australian State and Territory and New Zealand are responsible for the enforcement of the Australia New Zealand Food Standards Code in their respective State or Territory or in New Zealand.
In respect of food produced in Australia, the State and Territories have policy responsibility for the laws applicable in each State. However, all States and Territories are committed to the use of a uniform Food Standards Code. The States and Territories anfd their respective local government authorities have operational responsibility for food and premises inspection within their area of jurisdiction.
Contact FSANZ
Australia | New Zealand |
55 Blackall Street | Level 6, 108 The Terrace |
Barton ACT 2600 or | Wellington NZ or |
PO Box 7186 | PO Box 10559 |
Canberra MC ACT 2610 | The Terrace Wellington 6036 |
Australia | New Zealand |
Tel: + 61 2 6271 2222 | Tel: + 64 4 473 3342 |
Fax: + 61 2 6271 2278 | Fax: + 64 4 473 9855 |