How to make a complaint about ANSTO

Making a Complaint

In making investigating a complaint, it assists if you include: 

• what action or decision is the cause of your complaint
• specific detail about the matter covered by your complaint
• what are the implications of the action or decision for you
• what is the preferred outcome or result you are seeking.

ANSTO will acknowledge your complaint and seek to establish an outcome for you in a timely manner.

Confidentiality and procedural fairness

Your complaint and your personal information will be kept confidential and will only be provided to staff ANSTO who have a demonstrated need to know about the complaint for the purposes of responding, investigating or appropriate action.

If you submit your complaint in an anonymous manner, or do not provide contact information in order to provide additional information ANSTO may not be able to conduct an investigation of your complaint or be able to refer the matter to the appropriate area for resolution.

Reports or allegations of misconduct by ANSTO or a staff member, including fraudulent activity must be in writing with the exception of disclosures by 'Public Officials' through the ANSTO Public Interest Disclosure Scheme (see below) which may either in writing or orally to a relevant person as per the PID act.

Reports or allegations of possible misconduct will initially be investigated in accordance with the ANSTO Workplace Issues Resolution framework. In instances where a report or disclosure necessitates, the Public Interest disclosure scheme or another appropriate escalation pathway ie,  via an external body such as the NACC, will be engaged.

All complaints involving the conduct or reputation of a staff member will be handled confidentially (with disclosures only being made on a 'need to know' basis) and in a manner that provides procedural fairness to all involved.

Options available for making a complaint

i.  Requests for information/clarification

In instances where a member of the public requires additional information or clarification about a matter, ANSTOs actions or other information easily provided via engagement with the organisation, the individual may engage with the ANSTO enquiries form or email address (enquiries@ansto.gov.au) . 

 The matter will be referred to the relevant business unit for action 

ii.  Minor complaints

If you have been dealing ANSTO about a matter and there is a minor problem, we suggest you contact the staff member or manager involved to see if it may be resolved informally. 

If this is not possible for any reason, please consider one of the following options.

iii. General complaints

General complaints include but are not limited to complaints or feedback about:

• ANSTO practices and activities
• quality of service, response time or product
• client, partner and public engagement
• health, safety and/or environmental concerns related ANSTO and its functions
• actions or behaviours of ANSTO or its staff.

A general complaint is not commentary or opinions on ANSTOs science, production or policy/advisory position.

For general complaints, please email complaints@ansto.gov.au The ANSTO complaints team will contact the relevant area in ANSTO who will acknowledge and action to your complaint as appropriate.

iv. Complaints about possible misconduct

Where a complaint involves a report or allegation about a possible breach of the ANSTO Code of Conduct (which includes breaches of the law and government regulations) by ANSTO or one of its staff, Please email integrity@ansto.gov.au. The Integrity team will engage the ANSTO  Workplace Issues Resolution Framework or ANSTO's Public Interest Disclosure Scheme depending on the specific requirements of the matter.

For advice on how to make a complaint about possible misconduct, contact complaints@ansto.gov.au.

v. Public interest disclosures

Public officials (disclosers) who suspect wrongdoing within ANSTO can raise their concerns under the Public Interest Disclosure Act 2013 (PID Act). Allegations made under the PID Act are public interest disclosures (PID).

Who can make a PID?

PIDs can be made by current and former ANSTO staff and certain people affiliated with ANSTO as well as staff of ANSTO contracted and subcontracted service providers who are providing goods and services to ANSTO. 

PIDs cannot be made by the general public. 

What types of conduct can be the subject of a PID?

The types of conduct that may be reported include conduct which contravenes a law; is corrupt; constitutes maladministration or wastage of public funds; an abuse of public trust or position; or matters which endanger health, safety and/or environment.

vi. Privacy and Freedom of Information complaints

Information on the  ANSTO Freedom of Information process, other adjacent supporting legislation in addition to your  rights and recourse is available. For complaints about the ANSTO’s Freedom of Information process, contact freedomofinformationrequests@ansto.gov.au .

You can access our Privacy Policy. If you have a privacy-related complaint, contact privacy@ansto.gov.au.

You can also visit the Office of the Australian Information Commissioner (OAIC) website for more information on Freedom of Information and Privacy.