Making a complaint

Help us improve our services

We encourage all clients to provide feedback on their experiences with us or our department-funded service providers. Our complaints management process ensures that any concerns you have with the services or decisions made by us or a department-funded service provider are taken seriously and dealt with promptly. Your concerns can help us to improve our processes.

We will:

• treat your concerns as a priority
• manage your complaint with integrity and fairness
• keep you informed while working with you towards a satisfactory resolution.

Types of complaints

Our complaints management process looks into complaints from the public about our department’s service/s, or the service of a department-funded service provider. Complaints may be about:

• unreasonable delay
• inadequate service, explanation or reasons
• legal error
• factual error in decision making process
• human error
• procedural deficiency
• discriminatory action or decision
• flawed administrative process
• inadequate knowledge/training of staff
• unprofessional behaviour by an officer
• breach of duty/misconduct by an officer
• fraud and compliance issues.

You can also submit complaints about procurement conducted by our department. Find out more about making procurement complaints. 

What to consider when making a complaint

When making a complaint, it’s important that you remain calm and focus on the main problem. Think of what you want to complain about and what you think should be done to fix it.

Include in your complaint the main facts in a logical order. This includes your contact information, relevant dates and times and description of the complaint. Also attach any relevant documentation.

Identify what outcome you would like from lodging the complaint. Make sure your outcome is not unreasonable.

Keep records of all correspondence sent and received.

How to make a complaint

We recommend that you try to resolve the matter with the relevant organisation before contacting us. Find out more about how to make different types of complaints.

What happens when you make a complaint

If you contact our complaints line, the team member will:

• discuss your concerns with you
• advise you that the department’s complaints line facilitates your complaint being assigned to the right area within the department and will keep you informed of progress
• register your complaint.

A written response will be provided to you within 28 days. If the issue is complex we may need to extend that time. We will advise you if this is the case.

Information we will need

To look into a complaint we will require:

• details of your complaint.
• details of any attempts you have made to resolve the matter.

We will accept anonymous complaints. However, it’s important to note that without your consent, it will be difficult for the department to comprehensively address your concerns. The following optional information will help us to look into your concerns more effectively.

• Your name and contact details.
• Permission for the department officer/s looking into the matter to disclose your personal information to the relevant parties (if applicable).
• Permission for the relevant parties to provide details of your dealings with them to the department officer/s looking into the matter (if applicable).

Our staff will seek your consent before disclosing/requesting any of your personal information.

If you agree, your personal information will be used for the purposes of processing your complaint. Your personal information will be protected under the provisions of the Privacy Act 1988 (Cth) and in accordance with the Australian Privacy Principles. 

Your personal information will not be released to any person or organisation unless required by law or you provide your consent. You can provide your consent in different ways.

• By completing our consent form.
• By providing consent when completing our online complaints form(Opens external website).

You have the right to withdraw your personal information from the complaints management process at any time.

Our Privacy Policy contains information about:

• how you can access and correct personal information held by us about you
• how you can complain about a breach of the Australian Privacy Principles
• how we will deal with a complaint about a breach. 

Find out more about our Privacy Policy.

If you’re not satisfied with our response

If you’re not satisfied with the way in which we have handled your concerns, you can complain to the Commonwealth Ombudsman. You can make your complaint in writing, by phone, in person or by using an online complaint form. 

Visit the Commonwealth Ombudsman website for information on how to make a complaint(Opens external website).

Complaints about programs or services funded by other departments

If your complaint relates to a program or service funded by another agency or department, it’s best to lodge your complaint with these areas directly. Our department may not be able to help. 

The following information may assist you in getting to the right area to submit your complaint.