What happens after a complaint is made?

When the PSI receives a written complaint, we will:

  • write and tell the complainant that we have received it;
  • send a copy of the complaint to the pharmacist or pharmacy;
  • give the pharmacist or pharmacy owner an opportunity to provide comments in relation to the complaint;
  • send the complainant a copy of the response of the pharmacist or pharmacy owner for further comment;
  • send any further comments that the complainant makes to the pharmacist or pharmacy owner for their final comment.

Who will examine my complaint?

All complaints received by the PSI are considered by the complaints screening committee, called the Preliminary Proceedings Committee (PPC). The PPC will consider the complaint and may ask for more information from you, the pharmacist or the pharmacy owner.

The PPC meet regularly to consider complaints. The role of the PPC is to decide whether further action is necessary in relation to complaints received. Most of the committee members are not pharmacists.

When the PPC has reviewed the information, it will advise the Council of the PSI what steps to take. It will recommend one of the following:

1. The PPC may decide there is a case for further action and refer the complaint to either a Committee of Inquiry or to mediation.

2. The PPC may decide there is insufficient cause to take further action. If the Council agrees, the complaints process ends and no further action will be taken on the complaint. If the Council does not agree, it will send the complaint back to the PPC, who will refer the complaint to mediation or to a Committee of Inquiry.

We have developed a useful video to explain what happens if a complaint we receive is referred to an inquiry.

Video - what happens if a complaint we receive is referred to an inquiry

View the PPC Annual Reports Read the guide to making a complaintGuide for pharmacists and pharmacy owners