What happens when you make a complaint about us?
We will do our best to resolve your complaint as quickly as possible. We aim to:
- acknowledge your complaint within the next business day from receipt
- contact you within two business days of acknowledgement
- resolve your complaint within 21 business days of receiving it.
When we contact you to talk about your complaint, we may ask you to provide more information to help us understand the nature of your complaint.
If you are not satisfied with the outcome of your complaint, you can ask for a review of your complaint and how it was handled. After this, if you are still not satisfied, you may seek assistance from the Commonwealth Ombudsman.
The Commonwealth Ombudsman can consider complaints about the administrative actions and decisions we take.
If you would like to contact the Commonwealth Ombudsman: