Complaints and feedback

Before you submit a complaint

If you don’t agree with a decision we have made you have the right to ask for a review of the decision. Read about Reviews and appeals for more information.

How to make a complaint, suggestion or compliment

If you want to make a complaint or give us a suggestion or compliment, you can call us on 1800 132 468.

If you use assistive technology or are overseas, you can also call us on:

• our free direct-call TTY service on 1800 810 586
• one of our international phone numbers if you’re overseas.

If you’re deaf, have hearing loss or speech disability you can use the National Relay Service. Register with the National Relay Service on the Department of Infrastructure, Transport, Regional Development, Communications and the Arts website.

Let us know if you need an interpreter and we will arrange one for free.

You can also write to us online or send us a letter. Postage is free from within Australia.

Please keep in mind, if you provide feedback or complaints to us in writing, it may take us longer to respond.

If you’re a business or health professional, you can also give us feedback or make a complaint. Please use the specific options available for you.

What we need from you

Please be clear, factual, and tell us the outcome you’d like. Providing your name and contact details will help us to get in touch and help resolve the issue. If you provide feedback anonymously, we won’t be able to respond to you personally.

How we’ll respond

We aim to resolve complaints within 10 working days. If we can’t resolve your complaint, we’ll explain why and let you know your other options.

If we need to contact you, it’ll be from a private number. For privacy reasons, we can’t leave a message, unless your voicemail clearly identifies who you are.

When to contact the Commonwealth Ombudsman

If you’re not happy with the outcome of your complaint you can take it further. You can contact the Commonwealth Ombudsman through their website.