BAV has developed the following complaints process:

• If a person has a complaint against BAV or any adjudicator nominated by BAV and which relates to an adjudication under the Act, then that person will be invited, in the first instance, to submit a written complaint to the President.
• The President will investigate the complaint and respond in writing to the complainant within 5 business days. The President’s response may accept the basis of the complaint and offer appropriate remedies or reject the basis of the complaint giving a short statement of the reasons for the rejection.
• If the complainant is not satisfied with the response then the complainant may give written notice of an intention to maintain the complaint. Upon receipt of such notice the President will refer the complaint to a mediator who shall be nominated by the Australian Mediation Association.
• BAV will abide by any outcome or agreement reached during any mediation conducted by the nominated mediator
• BAV will make all parties involved in the adjudication process aware of its complaints process