Complaints about our service

We value your feedback

We are committed to improving our services and we welcome your feedback. We pay close attention to all suggestions and complaints we receive about our services and will deal with your 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 the services we provide
  • any decision that we made
  • any 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 resolving complaints promptly. If you are not satisfied with how we have handled your matter, please speak to your case officer about your concerns. You can also 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.

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 this does limit our ability to look into the issues raised and provide you with a response.

How we handle complaints

Complaints to the Ombudsman will be referred to the appropriate manager who will determine how best to respond to your concerns.

Complaints will be acknowledged within two working days.

All complainants will be treated with courtesy and respect. We will ensure that the person handling the 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.

The process involves an assessment of the complaint to consider the issues raised and how the complaint should be addressed. 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 the practice, policy or procedure as a result of your complaint
    investigate the complaint.

We aim to respond to complaints in a timely manner, and will advise you as soon as possible if we are unable to meet any of our timeframes including the reason for any delay.

We will provide you with an explanation of the action that we took in response to your complaint and the reasons for any decisions that we made.

Our Feedback, Compliments and Complaints policy provides more information about how we deal with complaints, compliments and feedback about us.

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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