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Your feedback

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:

  • the quality of service you have received from a staff member
  • the conduct of a staff member
  • any of our policies or procedures
  • a problem or suggestion regarding our website.

Let us know via our online feedback form

Our commitment to you

Our commitment to handling your feedback includes:

  • Treating you with respect
  • Making it easy for you to make a complaint
  • Good communication and ensuring we keep you informed of the status of your feedback
  • Taking ownership so that a named person or team is responsible for managing your feedback
  • Timeliness and doing our best to deal with your comments as soon as reasonably possible
  • Reviewing our performance to help improve our service to you.

Read: Department of Industry Commitments to effective complaint handling

Your privacy

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.

Providing anonymous feedback

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

Responses to negative feedback

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:

  • rectify our mistake
  • provide you with an apology
  • provide you with further explanation of a decision that has been made
  • use your feedback to improve our policies, procedures or systems.

Speak to us your way

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.