Working with the Indigenous Community

We help people sort out problems with Australian Government agencies. This includes programs that are for Aboriginal and Torres Strait Islander peoples, such as the Community Development Program.

You can tell us about problems you have with Australian Government programs. We welcome complaints from Aboriginal and Torres Strait Islander peoples.  Your story matters to the Commonwealth Ombudsman.

Access for Indigenous people

You can reach us on our dedicated Indigenous number 1800 060 789 or tell us by lodging an on-line complaint.

Please let us know if you are Aboriginal and/or Torres Strait Islander so we can give you the best possible service to suit your needs.

If you prefer to use an Indigenous language interpreter to talk to government, we can make arrangements to contact you with the assistance of an interpreter.

If you would like support to make a complaint, let us know and we will do our best to help you. Support needs may include:

• talking to us about a call back time that is suitable for you
• asking for extra time to make your complaint, or
• making arrangements for somebody else, for example an advocate, friend or family member, to help with making your complaint.

Read Your Story Matters to explain our services and how to make a complaint.

Making complaints to agencies

If you think an Australian Government agency has been unfair or has done something wrong, we usually ask you to make a complaint to the agency before you contact our Office. Agencies are expected to have good complaint systems. They should also give you information about how to make a complaint.

Some Australian Government agencies ask people to use online complaint forms. If you don’t feel comfortable using an online form, you can ask agency staff to record your complaint for you.

Some of the most common Indigenous complaints to the office are about:

• VET Student Loans
• Northern Land Council
• Central Land Council
• National Disability Insurance Agency
• Centrelink, Child Support or Medicare
• Australia Post

When to come to us

You should try to resolve the complaint with the agency before contacting us. View Our role for more information about what to do before making a complaint.

If an agency doesn’t resolve your problem or is taking too long, you can complain to our Office. We will:

• listen to your complaint, and
• decide whether we can help you.

If we are not able to help, we may be able to give you a better explanation about the agency’s processes, procedures or decisions.

We can give you information on who else to approach with your complaint.

You also can ask to talk with a member of our Indigenous Strategy Team

Innovate Reconciliation Action Plan 2025-2027

Our Reconciliation Action Plan (RAP) provides a public commitment to reconciliation that supports the national movement towards equality and equity for Aboriginal and Torres Strait Islander peoples. It includes practical steps to build relationships with Aboriginal and Torres Strait Islander peoples and communities, to increase our understanding of Aboriginal and Torres Strait Islander cultures and histories, and forms part of our work to make our services more accessible to Aboriginal and Torres Strait Islander peoples.

Our RAP outlines the activities the Office will be undertaking over the next two years to tangibly advance reconciliation. Our Office will achieve this through our ongoing commitment to ensuring culturally inclusive, high-quality complaints handling services for First Nations peoples while also creating a culturally sensitive and safe workplace for our First Nations employees that fosters respect, celebrates culture, and promotes equality.

Our RAP includes the following objectives for the Office:

• Leadership and Office commitment

  Demonstrating the Office’s commitment to reconciliation and encouraging staff members’ understanding and awareness of the reconciliation process.

• Engagement and service improvement

  Continuing to raise awareness of our services and ensure they are accessible for Aboriginal and Torres Strait Islander peoples, regardless of location.

• Capability and understanding

  Continuing to build our capacity to provide respectful and culturally appropriate services to Aboriginal and Torres Strait Islander peoples.

• Opportunities

  Implementing strategies to support and develop our Aboriginal and Torres Strait Islander staff and a culturally safe workplace, supporting a workforce that reflects the diverse population we serve.

Our vision for reconciliation

Our vision for reconciliation is that we will provide open, transparent, fair, and accessible complaint services to Aboriginal and Torres Strait Islander peoples; improve our engagement with Aboriginal and Torres Strait Islander communities and service providers; cultivate culturally competent staff across all work functions and locations; and support career development opportunities for Aboriginal and Torres Strait Islander staff.