Complaints about our service

We value your feedback

We are committed to improving our services and we welcome your feedback. We review all suggestions and complaints we receive about our services and will deal with any issue fairly and thoroughly. We would also like to hear from you if we are doing something well. If you have a compliment for one of our members of staff, we will make sure we pass your message on.

What can a complaint be about?

You can make a complaint about:

  • any aspect of our service
  • a decision we make
  • a practice, policy or procedure
  • staff behaviour or conduct.

A complaint about our services does not include a complaint made to us about other agencies.

Making a complaint

We are committed to promptly resolving complaints about us and our decisions. If you are not satisfied with how we have handled your complaint to us about another agency,  please first speak with your case officer about your concerns. If you remain dissatisfied, you may need to submit a request for a review of their decision. You can also ask to speak to the officer’s supervisor, if you feel unable to speak directly to the case officer or you have been unable to resolve the matter.

If you have a complaint about our service or conduct, and you cannot resolve that with the person you have spoken with, you can escalate the complaint and ask to speak with their supervisor.

You can make a complaint to us in person, over the phone, by email or by letter if you prefer. You can make an appointment to discuss your concerns at a time that suits all parties.

Sometimes, we will ask you to write to the Ombudsman about your complaint and include an explanation of what you would like to see happen as a result of your complaint.

Complaints can be made anonymously, however please understand that this can limit our ability to look into the issues raised and provide you with a response.

How we handle complaints

Complaints in writing and escalated complaints are referred to the appropriate manager to determine how best to respond to your concerns. We will acknowledge your complaint within two working days.

We treat all complainants with courtesy and respect. We will ensure that the person handling the written or escalated complaint is not the staff member whose conduct or service is being complained about. If a complaint about our decision is internally reviewed, the review will be conducted a person who was not the original decision maker.

We will assess a complaint and the issues and consider how we think we can address the complaint. When responding to the complaint, we might do one or more of the following:

  • take action to fix the matter or improve the situation
  • apologise
  • give the person making a complaint further information or an explanation
  • gathering information from the staff member or area that the complaint is about
  • undertake to review a practice, policy or procedure as a result of a complaint
  • investigate the complaint.

We aim to respond to complaints in a timely manner, and will keep you informed of the progress of your complaint, including the reason for any delay.

We will explain the action that we take on your complaint and the reasons for our decision.

Our policy, Complaints and Compliments, provides more information about how we deal with complaints and compliments about our services.

Assistance available

If you require any assistance to make a complaint, we will support you. You are welcome to nominate another person or organisation to represent you about your complaint.

Translating and Interpreter Service (TIS) 131 450.

If you are deaf, have a hearing impairment or speech impairment, contact us through the National Relay Service:

  • Speak and Listen users phone 1300 555 727 then ask for 02 9286 1000.
  • NRS Internet relay users connect then ask for 02 9286 1000.

Personal information will be dealt with in accordance with our privacy policy.

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