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How to provide feedback

Aviation Medical Certificates

Email: avmed@casa.gov.au
National: 1300 4 AVMED or 1300 4 28633
International: +61 2 6217 1888
Fax: 02 6217 1640

DAME address errors

Should you find any listing to be incorrect please send an email to dame.liaison@casa.gov.au so that the information can be verified with the DAME or DAO and amended if appropriate.

MRS Online support

IT Coordinator: 0434 076 851 or 02 6217 1405

The DAME Liaison officers can provide limited IT support in the absence of the IT Coordinator.

DAME liaison and inquiries

If you're a DAME and have a question please contact CASA's Aviation Medicine area by:

Email: dame.liaison@casa.gov.au
Phone: (02) 6217 1170
Postal address:

Aviation Medicine
CASA
GPO Box 1544
Canberra ACT 2601
Australia

Compliments

If you are satisfied with Av Med’s medical certification process, please let us know. All feedback is welcome, but positive feedback helps us strengthen or improve the things we do well.

If you would like to provide us with a compliment, you can email your comments to avmed@CASA.gov.au with your ARN and the subject line: Compliments

Inquiries and complaints

If you have an inquiry or are not happy with your interaction with CASA staff or how your application for certification has been processed, please identify and clearly state the problem and send your feedback to the appropriate area of CASA. We have listed below a number of specific areas of Av Med which will help you to direct your inquiry or complaint.  

Processing

The Permissions Application Centre of Av Med receives and processes all incoming correspondence for Av Med.

You can email to the one address, but please include specific information in the subject line to help is deal with your inquiry quickly.

For any of the issues below send your feedback to avmed@CASA.gov.au with your ARN and Attention: Team Leader Processing in the subject line:

Some specific issues that you may wish to raise could include:

  • Dissatisfaction with the process
  • Delays in scanning of your documents to file
  • Negative telephone experience
  • Problems with payment
  • Certificate sent to wrong address
  • Fax not actioned
  • No response to email inquiry
  • Incorrect information provided to you by staff
  • Forms or other paper work lost

Assessments

The Medical Certification section assesses your application, requests any further information needed and issues your certificate. For any of the issues below please send your complaint to avmed@CASA.gov.au. With your ARN and Attention: Clinical Governance Co-ordinator in the subject line:

  • DAME related problem
  • Poorly worded/unclear letter
  • Taking too long even after all information provided
  • Unreasonable tests required
  • Doctor/assessor unprofessional
  • Doctors not making a decision even after all information provided
  • Mistake in the class, conditions or expiry date on the certificate

Decisions

As part of this decision process you may have received a letter telling you that you had 30 days in which you could provide information to CASA. If you responded to this letter and you are still not happy with the decision that we have made and you feel that:

  • the wrong decision has been made
  • the limitations are unduly harsh
  • the standard is wrongly applied to your case
  • your certificate has been suspended or cancelled;

You can ask that the decision be reviewed and reconsidered or apply to the AAT. More information can be found on the Review of medical certification decisions page.

If you are not requesting reconsideration of your application and have an inquiry about another aspect of medical decisions, please send an email to avmed@CASA.gov.au with your ARN and the subject line Attention: Clinical Governance Co-ordinator.

Miscellaneous issue

If your complaint does not fit any of these categories above, you can email your issue to avmed@CASA.gov.au with your ARN and the subject line Attention: Team Leader Processing

Escalation

If we are unable to resolve your issue or wish to make a complaint about the manner in which your application has been processed, you can escalate the complaint to the Industry Complaints Commissioner (ICC).

The principal role of the ICC is to provide the public and members of the aviation community with an identifiable and easily accessible mechanism through which complaints can be made about the decisions, administrative actions or services provided by CASA staff, delegates or authorised people.

The ICC will provide complainants with meaningful, timely and effective responses to complaints. The ICC has the power to determine if the actions were wrong, unjust, unlawful, discriminatory or unfair.