Provide information and advice

We have dedicated staff available to assist people with their inquiries by phone, in person and by email. They listen to the caller, clarify the nature of their concerns, and explain what they may do to have their concerns addressed. If a matter is outside our jurisdiction, our staff may be able to refer people to a more appropriate agency. In some situations our inquiries staff may contact the relevant agency directly to resolve the matter - without a written complaint having to be made.

Inquiries about community services are dealt with by staff from our community services division.

We encourage people who are considering complaining to our office to speak with our inquiries staff first. They can confirm whether the matter is within our jurisdiction and, if it is, outline how we usually deal with such complaints. They can also explain what else the caller may need to do before making a complaint and what supporting information they should include.

Anyone with an inquiry can contact our office on our general inquiry number (02) 9286 1000 or, if outside Sydney, on 1800 451 524. Our staff are available to take phone calls and conduct interviews between 9am and 4pm, Monday to Friday. People wanting a face-to-face interview are encouraged to call for an appointment.