Enquiries we can respond to
You can use this form to:
- make a general enquiry about the services or policies we deliver
- make a complaint about services we provide, actions taken by us or our staff, or activities where we have had direct involvement.
- provide feedback about our website.
Conduct that is unreasonable or offensive may result in us ending communication.
Enquiries we cannot respond to
If your complaint relates to My Aged Care or one of our regulatory authorities, such as the Therapeutic Goods Administration, you can find direct contact information on their websites.
Our commitment
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
- respect your privacy and manage your complaint in line with our privacy policy
- 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.
How to make an enquiry
You can use our online form, or contact us by phone or email. When you contact us, 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.
Other ways to contact us
Department of Health, Disability and Ageing National Office
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.