Complaints handling procedure

We have a procedure for handling complaints that is quick, courteous and aims to be fair to all parties involved.

The complaint should represent more than simply a difference of opinion and must relate directly to our content, procedures or policies, requiring a response to a perceived failure of process or a severe misjudgement of editorial content.

All complaints should be emailed to reception@medicinetoday.com.au. From there they will be forwarded to the appropriate staff members and dealt with confidentially.

Each complaint will be handled initially by the relevant member of our editorial or sales and marketing team, with the opportunity for escalation if it cannot be resolved by the individual.

All complaints will be formally acknowledged within three working days and a response will be provided within two weeks. If a full response is not possible then an interim response will be provided.

Complaints relating to editorial content are handled by the editor responsible for the content. After consultation with the authors of the content, the editor will decide whether the complaint requires a correction to be published in the next issue of the journal and on our website.

Advertisers are responsible for ensuring that advertisements comply with Australian Commonwealth and State and Territory laws and any industry code of conduct, hence any complaint regarding advertisements in Medicine Today should be raised with the advertiser.

In line with Australian government regulation and the Medicines Australia Code of Conduct, prescription pharmaceutical products are advertised only to permitted healthcare providers. Service of such advertising online is controlled by an entitlement server based on user Australian Health Practitioner Regulation Agency (AHPRA) registration details. Visitors to the site who are allied healthcare providers outside the requirements or who are members of the general public will be served alternative nonethical advertising. Complaints about ethical pharmaceutical advertising should be addressed to the advertiser or to Medicines Australia.