A person may make a complaint to the Authority alleging a contravention by a licensee. Complaints shall, subject to exceptions, be in writing; the Authority may accept a complaint that is not in writing and must, as soon as practicable, reduce it to writing and seek the complainant’s confirmation that the written record is true and accurate. A complaint must be made no more than 12 months after the date of the alleged contravention, although the Authority may extend that period if it is satisfied an extension is appropriate and would not cause an injustice to the licensee.

The Authority may dismiss a complaint if it is frivolous or vexatious, not made in good faith, or the same or substantially the same as a complaint previously considered by the Authority, the subject of a notice of non‑compliance, a directed investigation, or civil or criminal proceedings finally determined in favour of the licensee. The Authority may request further particulars in writing and, if it does not dismiss the complaint, may proceed under section 190 where it considers a contravention has occurred, take other action, or take no further action. The Authority must give written notice and reasons to the complainant and the licensee as soon as practicable, and may proceed despite withdrawal or abandonment of a complaint if satisfied there is good and sufficient reason.