Complaints about us
There are different ways we can consider your concerns if you think that we have made a mistake, or have concerns about the way we have managed your complaint.
These include:
- reconsideration of a decision
- review of a decision
- service delivery complaints.
At each stage we aim to:
- treat you fairly and with respect
- consider your concerns carefully
- explain our decisions and actions clearly.
While not all decisions will be changed, we are committed to listening to feedback and improving our service.
Service delivery complaints
Use this table if your concern is about how our service was delivered, rather than the decision itself.
| What it is about | What we look at | Who considers it | Possible outcome | |
|---|---|---|---|---|
| Service delivery complaint | How we handled your complaint (for example, delays or communication). | Our service delivery and how you were treated. | A senior officer. | An explanation, apology or service improvement. |
Service delivery complaints
(how we delivered our service)
Our Service Charter sets out the service standards you can expect from us.
If you are unhappy with our service or believe it does not meet those standards, you can make a service delivery complaint to us.
This is separate to a reconsideration or a review of our decision.
Your complaint about the service can be about:
- delays
- communication
- staff conduct, or
- processes or handling of your complaint.
Service delivery complaints are assessed against our Service Charter, and is reviewed by a senior officer who was not directly involved in the interaction.
To raise a service delivery complaint, contact us and:
- explain what aspect of our service you are unhappy with
- tell us what happened and when
- let us know how the issue affected you.
- this is done through the online form by selecting 'Provide feedback or make a complaint about the office"
If your complaint relates to the conduct or performance of staff, we will confirm that we have received your feedback and taken it into account, however, for privacy and confidentiality reasons, we are generally unable to provide details about action taken with staff.
The focus is on understanding what happened and identifying improvements and learning opportunities.
We aim to respond to service delivery complaints within 30 calendar days.
More information or assistance
If you are unsure which option applies to you, or you need help explaining your concerns, please contact us.
We can help you understand the process and what information to provide.
If you are a non-English speaking person, we can help you through the Translating and Interpreter Service (TIS) on 131 450.
If you are hearing, sight or speech impaired, a TTY (teletypewriter) service is available through the National Relay Service on 133 677.