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4 ways Commonwealth government procurement teams can improve complaints handling
Procurement complaints are a risk to Commonwealth agencies achieving their objectives. Not only can they result in the suspension of procurement activities, but even if the procurement can proceed, responding to a complaint can derail the progress, writes Ingrid Bremers and Kimberley Baillie.
Ingrid Bremers and Kimberley Baillie
Commonwealth agencies should not underestimate how difficult it can be to respond to procurement complaints. Complaints impose additional workload on key legal and procurement resources, require additional senior executive engagement, as well as add complexity and risk to related procurement activities.
- The current procurement framework limits access to complaints under the Government Procurement (Judicial Review) Act 2018 (Cth) (GPJR Act).
- Entities need to better inform suppliers about complaint mechanisms.
- Various deficiencies existed in complaint handling processes by the government.
We anticipate there could be an increased number of procurement complaints if the ANAO’s recommendations in the report are fully implemented. This is because the recommendations aim to:
- Increase access to procurement complaint mechanisms, including broadening the application of the GPJR Act to cover procurements from standing offers (i.e. panels).
- Increase awareness of complaint mechanisms within the market.
These four key steps are crucial to ensure agencies comply with ANAO’s guidance and can effectively handle a likely increase in procurement complaints in the future.
- Prepare a procurement complaints handling process: To streamline complaints handling, it is crucial that agencies have complaints handling guidance, standard operating procedures, and templates in place. Procedures should clearly identify who is responsible for responding to a GPJR Act complaint and that the agency’s delegation instrument reflects this. A procurement complaint will impose significant additional workload on Commonwealth agencies, which will need to be managed in parallel with an active procurement process if there is no Public Interest Certificate (PIC) in place. Therefore, a clear procurement complaints handling process is critical.
- Update market information: Commonwealth agencies should ensure they clearly inform suppliers about when the GPJR Act applies and the procurement complaints processes that apply. Commonwealth agencies must update their existing materials, websites, and approach to market documentation consistent with the latest ANAO guidance.
- Assess procurement risk: Agencies should identify areas of procurement risk and assess compliance with procurement complaint best practice as identified in the report. For example, are there any programs or policies that could increase procurement risk to the organisation because they could discriminate against potential suppliers due to their size, degree of foreign affiliation or ownership, location, or the origin of their goods and services? Are there areas within the agency with low procurement capability? Does the agency procure from an industry that is more likely to make complaints?
- Uplift capability: Commonwealth agencies should assess their organisation’s capacity and capability to be able to prevent and respond to procurement complaints. Commonwealth agencies may need to uplift existing capability by rolling out additional training and development for relevant personnel and decision-makers.
Ingrid Bremers is a special adviser, and Kimberley Baillie is an expert adviser at Proximity.
