HWAV has an Appeals policy where the appellant and the appeal will be treated fairly and with respect.
HWAV processes and procedures are focused on delivering a prompt and fair resolution to the appeal received.
An applicant who has been assessed as unsuccessful may request, in writing, an appeal of the PESCI Panel decision. Any appeal must be based on procedural error/s and must be received by the Assessment Administrator in a timely manner.
HWAV will acknowledge receipt of the appeal within five 5 business days, and will endeavour to investigate and finalise an appeal within thirty 30 business days of receiving the appeal.
HWAV will assign an independent Medical Advisor to investigate the appeal.
An Administration fee of $1,010.00 (inc. GST) applies and is payable at the time of lodgement of the appeal and only refundable should the Independent Medical Advisor uphold the appeal.
HWAV has a Complaints policy which applies to applicants participating in HWAV’s PESCI process, to ensure complaints by applicants are managed in an environment that is respectful of the complaint and focused on delivering a prompt and fair resolution to the matter.
An applicant can complain about the processes used by HWAV to conduct the PESCI or performance or the behaviour of a panel member or a member of HWAV staff or management.
Applicants can complain under this policy about:
2. Complaints concerning the following will not be considered;
Complaints should be made in a timely manner, in writing addressed to the General Manager Program Delivery (GMPD) via the email address firstname.lastname@example.org
HWAV will acknowledge receipt of a complaint in five 5 business days, and will endeavour to investigate and finalise complaints within thirty 30 business days of receiving a completed complaint form.
The policy complies with obligations under the Privacy Act 1988 (Privacy Act) as amended by the Privacy Amendment (Enhancing Privacy Protection) Act 2012, which governs collection, use, disclosure and security of personal information.
HWAV collects only personal information relevant to the functions and activities as a workforce assessment agency. HWAV takes reasonable steps to collect, use and store information in an appropriate manner, and will not disclose any personal information without the applicant’s consent.
Any person with a query or complaint about the way HWAV handles personal information should contact the General Manager Program Delivery (GMPD). If the issue is not resolved verbally with the GMPD, the person will be given the option to submit the query or complaint in writing for further consideration. The CEO/GMPD will acknowledge the complaint within five (5) business days and will respond to the complaint within thirty (30) business days.
If the issue is not resolved satisfactorily with CEO/GMPD, the person is entitled to take the complaint to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
The OAIC has the power to investigate complaints made by individuals.