IVD Australia

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Complaints

 

Complaints - IVD industry in Australia

IVD Australia recognises a just, accessible complaints mechanism is crucial to sustaining the integrity of the Code.  The Code complaints process can be used by IVD Australia members, healthcare professionals, consumers, industry and other organisations.

If you are unable to resolve a matter with a member directly and wish to lodge a complaint please contact IVD 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 complaint or non-compliance with the Code and include relevant supporting documentation.

The IVD Australia Code Complaint Form can be downloaded here.

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 Conduct/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 Complaints Resolution Panel (CRP) 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 CRP mailbox for complaints can be found here.

If your complaint is about an advertisement not covered by the CRP 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 Conduct/Practice. If you are unsure where to go, any of the industry associations listed below will be happy to guide you to the most appropriate person to contact.

Type of therapeutic product

Industry Association

Website

Contact details

Prescribed Medicines – Innovator medicines

Medicines Australia

Medicines Australia Code

Telephone 02 6122 8500

Email codesecretary(at)medicinesaustralia.com.au

Prescribed Medicines – Generic Medicines

Generic Medicines Industry Association

Generic Medicines Code

Email code(at)gmia.com.au

Non-prescription consumer healthcare products

Australian Self Medication Industry

ASMI Code

Telephone 02 9922 5111

Complementary Medicines and Natural Healthcare Products

Complementary Medicines Australia

CMA Code

Telephone 02 6260 4022 or Email: karen.hocking(at)cmaustralia.org.au

Medical Technology and Devices

Medical Technology Association of Australia

MTAA Code

Telephone (02) 9900 0650 or Email code(at)mtaa.org.au

In-vitro  Diagnostics

 

IVD Australia

IVD Australia Code

Telephone (02) 8007 6632 or Email info(at)ivd.org.au

Dental Products (Medical Devices)

Australian Dental Industry Association

ADIA Code

Telephone 1300 943 094