Making a complaint: Frequently Asked Questions
Is there a time limit that applies to making a complaint?
Yes. We do not normally investigate a complaint if you have known about it for more than 12 months before contacting us.
Does it cost anything to lodge a complaint?
Can my complaint be anonymous?
You can remain anonymous however we may find it difficult to thoroughly investigate or resolve the complaint because we don’t have enough detail, and can’t contact you to obtain more information.
Will my personal details be given to anyone?
All reasonable precautions will be taken by the Department to respect the privacy of individuals in accordance with the
What should I include in my complaint?
If you are writing a letter or emailing us with your complaint, please provide as much specific information about your complaint as possible. Things to include are:
What if I'm not satisfied with the outcome of my complaint?
If you are not satisfied with the outcome of your complaint you can request that the Department to review the outcome. Requests for reviews should be made in writing.
Can my complaint make a difference?
Yes. We take all feedback provided to us seriously and use it to improve our business. Sometimes this might include for example examining and changing systems or procedures, providing more training to our staff or improving the way we communicate with the community
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