Complaints we can receive
You can complain to us about services we provide, actions taken by us or our staff, or activities where we have had direct involvement.
Conduct that is unreasonable or offensive may result in us ending communication.
How to complain
If you wish to complain you can:
- complete the form below
- send an email to email@example.com
- send a letter to GPO Box 9848, Canberra, ACT 2601, Australia.
If you cannot lodge your complaint via the above methods, you can call our switchboard on 1800 020 103 for assistance.
When you complain, please:
- give complete and accurate information
- treat staff with respect and courtesy
- ask if you are unsure about the information given
- give honest feedback about our services.
We strive to deliver a high-quality service across the Australian community by:
- working within relevant legislation and/or policy and procedural guidelines
- responding to feedback
- improving communications channels and service delivery wherever possible
- providing appropriate training to staff to provide a skilled workforce.
What you can expect
Our trained staff will:
- identify themselves, at least by first name, when communicating with you
- help you in a fair, respectful and culturally safe way
- follow the APS Values and APS Code of Conduct when engaging with you
- give you information on how to make a complaint and help you through the process
- acknowledge telephone messages and emails within 5 working days
- respond in a timely, relevant and easy-to-understand way
- communicate any decision that affects you and the reasons for the decision
- tell you how to ask for a decision to be reviewed if you are not satisfied with the outcome
- use clear and plain language throughout the process
- respect diversity and respond to cultural and language needs
- be transparent when managing your complaint
- provide vulnerable people with equitable access to our services.
If you’re not happy with the outcome
You can ask for a review if you disagree with the outcome of a complaint or believe that the complaint procedure may have been unfair. You can ask for a review during a discussion with a staff member or put in writing. It is important you clearly identify the original complaint and state the reason for the review. If you’re still not happy with the outcome of a complaint you can contact the Commonwealth Ombudsman through its website.