What to share with us
Feedback
We welcome:
- positive feedback
- thanks to people in our team
- suggestions for improvement
- comments, observations or opinions that don’t seek a remedy or resolution through our complaints process.
Complaints
You can:
- Express dissatisfaction with our department, services, actions, decisions or staff conduct. This includes services or resources our delivery partners provide on our behalf.
- Tell us what outcome or resolution you’re hoping for.
We may not be able to achieve your preferred outcome. But we will do our best.
Information we’ll need from you
We will ask you for:
- Your details: Your name and how we can best contact you. Unless you wish to remain anonymous and do not need a response.
- Your feedback or complaint: Share your thoughts or tell us what happened.
- Relevant details: Such as when it happened, where it happened and who was involved.
How we handle your feedback or complaint
We listen and respond promptly to feedback and concerns. We’ll take your complaint seriously, work with you to address it and try to find a solution that's fair, reasonable and appropriate.
If you gave us your contact details we will:
- acknowledge complaints within 5 business days
- aim to resolve complaints within 20 business days where possible.
If it becomes clear the process will take longer, we’ll let you know.
Read more about:
- our feedback and complaint handling policy
- how we handle feedback
- how we handle complaints
- how we protect your personal information.
Need help with your feedback or complaint?
Here are some of the ways you can get help during the process.
Translation and interpretation
If English isn't your first language, you can get help from a translator or an interpreter.
Use the national Translating and Interpreting Service (TIS).
Hearing or speech assistance
Get help if you're deaf or find it hard to hear or speak on the phone.
Contact us through the National Relay Service, then ask for the phone number. Our switchboard is +61 2 6213 6000.
Disability or accessibility requirements
If you need any special arrangements or support, we encourage you to let us know so we can give you the right assistance.