Steps for resolving a dispute using the dispute resolution procedure for Australian Environmental Pest Managers Association (AEPMA) members are as follows:
Submit Dispute: Provide a written notice of your complaint and suggested remedy to AEPMA.
Fact Verification: AEPMA seeks feedback from the member and verifies the facts.
Independent Review: An expert panel reviews the case and suggests a solution.
Mediation: The panel undertakes mediation between the parties.
Resolution: An agreement is reached, or mediation is terminated.
The ultimate sanction that can be imposed by AEPMA is to find that the member breached the Association’s Code of Ethics, which could lead to expulsion or suspension of membership.
A complaint is an expression of dissatisfaction conveyed about a product, advice or service offered or provided by an AEPMA member. Outlined below is guidance on how you can raise a complaint with us.
We endeavour to resolve complaints as quickly as possible, typically within **seven (7) business days**. For more complex issues, we will ensure you are regularly updated.
If you are not happy with our response, you may refer your complaint to the external dispute resolution scheme, generally handled by the Consumer Affairs Department in your state or territory.
AEPMA’s dispute resolution process is only available for companies that are members of our Association. To verify membership, you can use the Find a Pest Manager function or contact our national office. Importantly, AEPMA members are required to have adequate insurance and adhere to our Code of Ethics.
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