NAAA has a formal complaints management policy and process in place to ensure that consumers, members and employees complaints are resolved quickly and fairly.

NAAA is committed to providing quality services to both members and the public. If you have a concern or complaint about they way in which we have provided these services or a decision we have made which effects you then we would like to hear from you.

We do review our policies and procedures from time to time and will review your feedback as part of this process.

Similarly, if our members, staff or services have exceeded your expectations we would like to hear from you so please use the Feedback Form on the Home page of the web site.

How do you lodge a complaint:

Preferably, in writing. Please use the form on the Contact Us page of the web site.

When making a complaint it will assist us if you provide your name, address and contact details together with detailed information describing your complaint. Anonymous complaints can be more difficult to deal with so providing your contact details will allow the NAAA representative to let you know the outcome of your complaint.

Should you have additional information to provide at any time please use the form on the Contact Us page of the web site.

Complaint process and Timing::

We will acknowledge receipt of your complaint within 7 days of receipt.

We will advise you of the person and their contact details who will investigate your complaint within 14 days.

We will advise you of either the outcome of our investigations of your complaint within one month and should investigations continue we will advise you on progress monthly until your complaint is resolved.

Resolving a Complaint:

In the first instance you should contact the NAAA representative you have been dealing with, who will attempt to resolve the problem with you directly.

Alternatively, the matter may be referred to the NAAA complaints officer. Once you lodge a complaint an NAAA representative will contact you to acknowledge receipt of your complaint and let you know how long we expect it will take to resolve.

You will be advised by the NAAA representative on the outcome of our investigations.

If you remain dissatisfied with the outcome you are encouraged to contact the NAAA Company Secretary and request that the decision or outcome is reviewed.

In the event that you remain dissatisfied with the review undertaken by the NAAA you may refer the matter to an external complaints management body such as the Ombudsman’s Office in the State where you are located.

Please note:

During the review of your complaint if you need assistance in understanding the complaints management process that the NAAA is undertaking then please Contact Us and we will assist you by providing further information.

Should you need any special assistance in reporting or managing your complaint please ensure that we are made aware of your circumstances and requirements.

Privacy and Confidentiality:

All complaints are treated confidentially, and in accordance with our Privacy Statement. NAAA will only collect personal information necessary for, or directly related to, its activities and functions and only by fair and reasonable means.