Australian Environmental Pest Managers Association Dispute Resolution Policy

Steps for resolving a dispute using the dispute resolution procedure for Australian Environmental Pest Managers Association (AEPMA) members are as follows:

  1. Member of public submits a written notice of dispute to AEPMA, outlining their complaint and suggested remedy (if any).
  2. AEPMA seeks feedback from member and verifies facts.
  3. An independent panel, comprising of pool of experienced pest managers with relevant qualifications, reviews the facts and suggests a possible solution. In certain circumstances the panel may also request a physical inspection of the site or service provided.
  4. Mediation by independent panel or panel member is undertaken.
  5. 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.

Dispute Resolution Procedures

What is a complaint?

A complaint is an expression of dissatisfaction conveyed about a product, advice or service offered or provided by an AEPMA member.

Making a complaint

Outlined below is guidance on how you can raise a complaint with us, how it will be resolved and what to do if you’re still not satisfied.

How to contact us

Over the phone:      1300 307 114
If calling from overseas:  +61 7 3268 4210
Post:  Unit 6/12 Navigator Place, Hendra QLD 4011
Fax:  07 3268 4213

Useful information

  • Your address, phone number and email address so that we can easily contact you
  • Any relevant documents and other supporting information relevant to your complaint
  • Let us know how you would like your complaint resolved 

When you submit an official complaint we will:

  • Acknowledge your complaint
  • Investigate your complaint
  • Aim to find a fair resolution to your complaint
  • Consider all relevant information and facts
  • Keep you informed of our progress
  • Advise you in writing if there is a delay in determining your complaint, and advise you as to when you can expect a response
  • Retain a record of your complaint
  • Keep your information confidential, except to the extent that we will need to investigate the complaint
  • Respond to your complaint, either in writing or verbally
  • Advise you what to do if you are not satisfied with our response to your complaint

How long does it take?

We endeavour to resolve complaints in a manner that is suitable to all parties involved as quickly as possible.

In nearly all cases, you can expect a resolution within seven (7) business days. However, more complex issues may take longer, in which case we’ll ensure you are regularly updated verbally and, where appropriate, in writing. 

If the outcome is not in your favour, we will advise you of the reasons for our decision referring, where appropriate, to the terms and conditions of the product in question or applicable legislative provisions, codes, standards or procedures

What if I remain dissatisfied?

If you are not happy with the response we provide, you may refer your complaint to the external dispute resolution scheme. This is generally handled by the Consumer Affairs Department or equivalent in your state or territory.

Important Notes

AEPMA’s dispute resolution process is only available to pest management companies that are members of our Association. To find out whether you are dealing with an AEPMA member 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.