Making a Complaint
Pathology Technology Australia recognises a just, accessible complaints mechanism is crucial to sustaining the integrity of the Code. The Code complaints process can be used by Pathology Technology Australia members, healthcare professionals, consumers, industry and other organisations.
Pathology Technology Australia encourages making initial contact with the company. If you are unable to resolve a matter with a member directly and wish to lodge a complaint please contact Pathology Technology Australia where support and advice will be given in the preparation and consideration of your complaint.
A complaint be must made in writing and should be addressed to the Secretariat of the Code Complaints Committee. Complaints shall outline the issues of the non-compliance with the Code and include relevant supporting documentation.
The Pathology Technology Industry Code of Practice can be downloaded here.
The Pathology Technology Industry Code Complaint Form can be downloaded here.
If you need help with the form, please contact us.
How to Complain about other Medical Supply Industries
Who to contact to complain about an advertisement or the conduct of a company supplying therapeutic products
The therapeutic goods industry associations each have a self-regulatory Code of Conduct or Code of Practice which sets the standards for companies when promoting a medicine or medical technology. The Codes of Practice include mechanisms for dealing with complaints about advertising and other conduct by companies. In addition there is a complaints process that deals with complaints about certain types of advertising about ALL types of therapeutic goods where the advertising appears in the mainstream media (such as TV and radio).
The therapeutic goods industry is broadly organised around the types of products its member companies supply:
Prescribed medicines (medicines that you can only get with a prescription). This sector includes both companies that are researching new medicines (innovator companies) and companies that are supplying generic medicines once all valid patents have expired
Non-prescription consumer healthcare products (including medicines you can get from a pharmacy without a script and those you can buy in a supermarket)
Complementary medicines and natural healthcare products (including vitamins, mineral and nutritional supplements, special purpose foods, herbal and homoeopathic medicines, aromatherapy products and natural cosmetics)
Medical technology (such as syringes and wound dressings, as well as high-technology implanted devices such as pacemakers, defibrillators, hip and other orthopaedic implants)
In vitro diagnostics (instruments and test reagents for pathology tests requested by doctors as well as over-the-counter tests such as blood glucose meters for diabetes testing or home pregnancy test kits).
If you would like to make a complaint about an advertisement or any other conduct by a company you will find further information about how to lodge your complaint and what you can expect from the complaints process on the websites listed below.
Where you should go to make your complaint will depend on the type of product involved and, if your complaint is about an advertisement, where you saw or heard the advertisement.
First, if your complaint is about an advertisement, where did you see or hear the advertisement? The Therapeutic Goods Administration (TGA) deals with complaints about advertisements for any therapeutic product directed to consumers in TV, radio, the internet, newspapers, magazines, displays (except inside individual shops) and in cinemas. The TGA mailbox for complaints can be found here.
If your complaint is about an advertisement not covered by the TGA or is about the conduct of a particular company, you need to consider what type of product the advertisement or conduct relates to referring to the general grouping of products listed above. Your complaint can be directed to the relevant industry associations under its self-regulatory Code of Practice. If you are unsure where to go, any of the industry associations listed here will be happy to guide you to the most appropriate person to contact.
Not sure who to complain to?