- Avma provides advice and information only. You are not obliged to take our advice and are free to seek a second opinion from any other source you consider appropriate, including a solicitor.
- Avma will not represent you in court. We will not issue proceedings on your behalf or represent you in any litigation or process, including professional regulatory work.
- We can only deal with one nominated person. This will usually be the person who experienced the harm in question (the client), or someone nominated by that person to act on their behalf.
- English as a second language: Where English is not the first language of the client or their family, the person appointed on the client’s behalf to use our service is expected to have reasonable communication skills and/or has arranged for someone to translate on their behalf. Avma cannot necessarily commit to incur the costs of a professional interpreter or be responsible for any misunderstanding that arises due to a language barrier.
- Assessment of papers: It is the client’s responsibility to provide Avma with copies of all the relevant documents for consideration. This does not mean everything to do with treatment or full medical records. If in doubt, ask us for advice. Please do not send in incomplete documents or hold back key information. If you delay or fail to send in all relevant information, we may be unable to provide you with the relevant advice and information you are seeking.
- Communicating with Avma: Where we take on a case through our written advice service, the client is expected to deal with correspondence as swiftly as possible within a reasonable time, unless there are extenuating circumstances you have told us about. You should always quote your File Reference Number in any written communications with us to make it easy to find your case. We provide most advice in writing by letter or email. In exceptional cases if a phone call is required, an appointment system is used. An email request for such an appointment should be forwarded to us.
- Case review: Where cases are ongoing, Avma will periodically review the case to ensure that the core criteria continue to be met, that the quality of our advice meets our high standards, and that we remain confident that our assistance can help you to achieve an outcome that addresses the harm you have experienced.
- Use of Avma’s resources: If we consider that there has been an excessive or disproportionate use of our resources, we reserve the right to withdraw help and assistance. However, you can expect to be informed of this situation in advance.
- Second reviews of evidence: Where Avma has already considered your request in the past, we will not reconsider your case unless there is significant evidence of one or more of the following:
- New information not previously available has come to light since our advice was given which is likely to have a substantial bearing on the outcome of your case.
- The caseworker assessing your case did not understand your original concern and if those concerns had been properly considered a different conclusion would likely have been reached in relation to your case.
- Information that was originally available was not properly considered when it should have been, and that information would have altered the advice we gave to you.
Zero tolerance of abuse
Avma has a zero tolerance policy towards anyone who treats it staff or volunteers in an abusive or threatening way.
- The use of bad language, swearing and/or verbal insults will not be tolerated.
- Any form of racial abuse or sexual harassment will not be tolerated.
- Persistent or unrealistic demands that cause stress to staff or volunteers will not be accepted.
We reserve the right to immediately cease and withdraw from any further communication where any of these types of behaviour are displayed. We welcome and encourage the public to access our services when needed, but we do ask that our staff and volunteers are treated courteously at all times. We will treat you with the same fairness and respect in return.