Step 1: Raise a formal complaint with the agency and wait for a response.
- Record a complaint reference number and the date you lodged your complaint.
- In most cases the agency will publish its complaint process online or advise you how to make a complaint in their decision notification.
- If you don’t receive a response within the agency’s published timeframe, you should contact them to follow up.
- The agency may ask you for more information to help it assess your complaint.
- We will not, and in some cases cannot, accept your complaint if you have not made a complaint to the agency first.
Step 2: If you are not satisfied with the way your complaint was handled or the outcome, you should discuss this with the agency first.
- If your matter is urgent, you should consider phoning the agency.
Step 3: If your issue remains unresolved, contact our Office.
Tips and advice for making a complaint with the agency and our Office
Even though you may be feeling angry and frustrated, it is important that you:
- stay calm and co-operate with the person assessing your complaint (avoid being abusive or aggressive to staff)
- focus on the problem and identify the key issue(s) that you want to complain about. Be clear and concise.
- Stick to the facts and include dates and reference numbers. It is important to tell us about your issues in order.
- Consider how you would like your complaint resolved—be realistic and practical about your desired outcomes.
In our experience it is usually best to put your complaint in writing if the issue is complex or you have already tried to resolve the issue with a phone call.
We can assess complaints about the actions of Australian Government agencies and prescribed private sector organisations that we oversee, if we consider the actions were:
- discriminatory, or
Anyone can make a complaint to the Ombudsman.
If you do not want to, or can’t make the complaint yourself, you can ask someone else to complain on your behalf.
If the person acting on your behalf is not your legal guardian or legal representative, you need to give us your consent for that person to communicate with us by completing our 'Permission for another person to act on my behalf' form and sending it to:
- GPO Box 442 Canberra ACT 2601
- calling us on 1300 362 072
Yes. The Ombudsman accepts anonymous or 'whistleblower' complaints. However, we will not investigate unless we consider:
- the complaint raises a serious matter
- there is enough information in the complaint to enable us to conduct an investigation.
Most complaints can be dealt with quickly. Others may take months to investigate.
We try to deal with your complaint as soon as possible, and we will keep you informed of the progress.
We will consider your individual complaint carefully.
In some cases we may decide not to take action. We will provide you with an explanation of our decision.
If we decide to act on your complaint, we may:
- contact you or the agency and ask for information
- transfer your complaint to the agency for action
- make a suggestion or comment to the agency.
We may ask that:
- the agency reconsider or change its action or decision
- a law, rule or procedure be changed
- the agency take another action.
The Ombudsman cannot override the agency’s decision, or compel it to follow our suggestions, but agencies generally accept our comments or suggestions.
In some cases, if the Ombudsman considers that it is in the public interest to do so, a formal report can be made to the:
- relevant minister
- Prime Minister, or
You can expect us to:
- Be professional and courteous.
- Provide an independent and impartial assessment of your complaint.
- Undertake confidential, free and prompt assessment of your complaint in a way that is fair to everyone.
- Provide clear explanations about what we can and cannot do.
- Provide you information about any decision we make.
- Keep you informed of the progress of your complaint.
See our service charter for more detail.
If you are dissatisfied with an aspect of our service, you can talk with the member of staff that has been dealing with your complaint. If you are not happy with their response you can lodge a complaint about us using our webform or by calling 1300 362 072.
We take complaints about our service seriously. These complaints are assessed by Managers.
You can discuss the progress or outcome of your complaint with the officer handling the matter.
If you don’t agree with our decision, you are welcome to provide:
- additional evidence
- extra information or your view of the facts
- the reasons you disagree with our decision.
The Officer will use this information to reconsider their decision.
If you disagree with our final decision, you can ask us to review it. You must request a review in writing, within three months of our decision.
A senior officer who was not involved in the original investigation of your complaint will conduct the review.
Most agencies have internal complaint handling procedures that may be able to sort out the problem to your satisfaction