We always try to provide the best service we can, but we understand that sometimes we may fall short. We read and take all feedback seriously because it helps us to improve our services to you.
You can let us know about any positive or negative experience you had about:
Let us know via our online feedback form
Our commitment to handling your feedback includes:
Read: Department of Industry Commitments to effective complaint handling
If you provide your contact details, we will protect your personal information. The information you provide is for the purposes of investigating your feedback only. Your details will not be shared with any person or organisation, without your consent.
We respect your personal information and comply with the guidelines set out in the Privacy and Personal Information Protection Act 1998. You have the right to access any personal information we hold about you.
Feedback can be provided anonymously, however, if you would like us to respond, we need your contact details. In some cases, keeping your details confidential may limit our ability to examine or resolve your concerns. If this is the case, we will contact you to discuss the issue before taking further action.
We respect your right to confidentiality. Our procedures ensure anonymity in most cases, however the nature of your feedback may lead to you being identified by others.
Visit: Make a complaint
In most cases, we will make contact with you within two working days of receiving your feedback.
We try to resolve all issues within one month. If your feedback is a complaint and is serious or complex, it may take longer to investigate and resolve. In this case, we will let you know about the delay. Where we are able, we will also give you an estimated timeframe for our response.
We may do one, or more, of the following in response to your feedback:
Call the Translating and Interpreting Service (TIS) on 131 450 and ask them to call us on 1300 024 720.
The National Relay Service (NRS) can help you to speak to us if you have a hearing, speech, or movement impairment. Visit www.relayservice.gov.au and ask them to call us on 1300 024 720.