There are 2 pathways if you have a complaint or objection about a medical decision. The pathway depends on the reason for your complaint or objection.
- Administration pathway – if you are not happy with how CASA AvMed managed your case.
- Decision pathway – if you are not happy with the decision CASA AvMed made.
Also see Notification of reviewable decisions and rights of review.
If you're not happy with how CASA AvMed managed your case, you can follow the administration pathway.
For example, if you:
- aren't happy with the way our staff dealt with you by phone or email
- don't agree with our request for extra reports or results
- disagree about doing extra tests or seeing specialists
- feel we delayed your certificate.
Industry complaints commissioner
Through the administration pathway, you can first submit your complaint or objection to the Industry Complaints Commissioner (ICC).
Also see the Industry complaints handling policy.
If you aren't satisfied with the ICCs decision and wish to pursue it further, the next step is to complain to the Commonwealth Ombudsmen.
If you're not happy with a decision CASA AvMed made, you can complain or object through the decision pathway.
For example, if you:
- believe an incorrect decision has been made
- feel the conditions applied to your certificate are unduly harsh
- believe the medical standard has been incorrectly applied to your case
- object that your medical certificate was cancelled or suspended..
If you disagree with a decision made, you can request that your certification be reconsidered using an established process. This applies to complaints about decisions on:
- issuing your medical certificate
- conditions placed on your certificate.
Reconsideration, as it's known, is a formal process in which a doctor, other than the one who made the initial decision, leads the process of decision making.
As part of the reconsideration process, we submit your case to a special panel of doctors. The panel will reconsider the request, especially if only 1 CASA doctor made the initial decision.
An external consultant will be asked to provide expert advice if the original decision had formerly been referred to CASA’s Complex Case Management panel.
It's important to note that reconsideration of the decision that has been made has a time limit. We must receive it within 21 days of your notification of the original decision. It also requires a $150 processing fee.
This fee is payment for the process undertaken to review your case and is in no way a guarantee that the decision made will be any different from the original decision.
The assessment period for a reconsideration period is 10 to 12 weeks. This allows us and the panel to seek external opinions, if required.
You can find more information about reconsideration in the Civil Aviation Safety Regulations (CASR) Part 67.190.
You must complete a request for reconsideration online in our Medical Records System (MRS).
Submit a new application
You can submit a new application.
In this case, your new application must contain new medical information. You can't resubmit the same application as before.
Review by Administrative Appeals Tribunal
Anyone affected by a decision made by us can apply to the Administrative Appeals Tribunal (AAT) for a review of the decision. This must be within 28 days from the date of the original decision.
The AAT is an organisation that reviews a wide range of decisions made by Australian Government:
- some other tribunals.
The AAT is independent of the person or organisation that made the decision.
The AAT takes a fresh look at a decision. They decide if it should stay the same or change.