If you have a complaint about a business or organisation, it is often a good idea to raise your concerns with them first. This can help to resolve the problem early and avoid legal action. You could write to them, or email or call them. In some cases, they may have a complaints department you could contact. Many organisations have a complaints procedure that they follow. Check their website to see if they have information about their complaints procedure, or contact them.
If you need help writing a letter, see Complaint letter tool on the Australian Competition & Consumer Commission website.
When dealing with your complaint, it is a good idea to write down who you spoke to, when you spoke to them and what was said. If you send a letter or email, keep copies for your own records. A copy of your letter may be provided to the person you are complaining about – you should think carefully about the wording of your letter or get legal advice.
If your complaint involves a legal issue, and the service provider or professional is offering compensation to settle the matter, you should get legal advice before entering into any agreement.
If you are unable to resolve your complaint with the service provider or professional directly, you may be able to take your complaint further within the organisation or make a complaint to an external body. Below is a directory of complaint bodies or procedures that may assist in certain circumstances:
If you can't find the service provider or professional you are looking for, you should get legal advice.
Education and child care
This category includes non-government education providers. If your complaint is about the Department of Education or a public school, see Government agencies.
| Your complaint is about... | Who you can make a complaint to |
|---|---|
Child Care Centres |
See Complaints on the NSW Ombudsman website (limited to complaints about investigations into allegations of a child protection nature). |
Training provider or organisation (registered) | To make a complaint about the quality of teaching, see Complaints on the Australian Skills Quality Authority website. To make a complaint about VET FEE-HELP or VET Student Loans, see VET Student Loans on the Commonwealth Ombudsman website and VET Student Loans on the VET Ombudsman website. |
Public universities in NSW | See Complaints on the NSW Ombudsman website. Complaints about interstate universities with campuses in NSW cannot be made to the NSW Ombudsman. |
Private schools (non-Catholic) | Each independent school registered with the Board of Studies must have in place policies and procedures in relation to complaints and grievances. You should request a copy of the school's policy. Check their website to see if they have information about their complaints procedure. Generally, a complaint should be first made to the principal of the school and then, if not satisfied, to the school's Board Chair in writing. If you are still not satisfied, the school may be a member of an association that can deal with complaints. Association of Independent Schools NSW. See Complaints on the NSW Ombudsman website (limited to complaints about investigations into allegations of a child protection nature). See Approval of school providers to deliver courses to overseas students on the NSW Education Standards Authority website. For overseas student complaints, see Overseas Student on the Commonwealth Ombudsman website. |
Private schools (Catholic) | Catholic schools are run by Diocesan Catholic Schools Authorities in NSW. They are also called Catholic Education Offices or Catholic School Agencies. Complaints need to be made to the Catholic School Agency that administers the school you want to complain about. See Catholic Schools NSW for a list of Catholic School Agencies in NSW. For complaints about investigations into allegations of a child protection nature, see Make a complaint online on the NSW Ombudsman website. See, Approval of school providers to deliver courses to overseas students on the NSW Education Standards Authority website. For overseas student complaints, see Overseas students on the Commonwealth Ombudsman website. |
Financial and insurance services
This category deals with financial and insurance service providers, and services related to money and debt.
| Your complaint is about... | Who you can make a complaint to |
|---|---|
Accountants | Institute of Chartered Accountants in Australia (for its members). Members should see Making a complaint on the CPA Australia website. Institute of Public Accountants (IPA) (for its members) |
Banks | See Make a complaint on the Australian Financial Complaints Authority (AFCA) website. |
Creditors Providers | See Make a consumer complaint on the Australian Competition and Consumer Commission (ACCC) website. See Make a complaint on the NSW Fair Trading website. For certain types of complaints, see How to complain on the Australian Securities Investments Commission (ASIC) website. See Make a complaint on the Australian Financial Complaints Authority (AFCA) website. |
Debt Collectors | See Make a complaint on the Australian Financial Complaints Authority (AFCA) website. See Make a consumer complaint on the Australian Competition and Consumer Commission (ACCC) website. See Make a complaint on the NSW Fair Trading website. For certain types of complaints, see How to complain on the Australian Securities Investments Commission (ASIC) website. |
Health Insurers | For more information, see Private Health Insurance on the Commonwealth Ombudsman website. |
Insurance companies | For complaints about general insurance, see Make a complaint on the Australian Financial Complaints Authority (AFCA) website. For complaints about insurers under the Home Building Compensation Fund, see Home building compensation cover on the State Insurance Regulatory Authority website. |
Mortgage Brokers | Mortgage & Finance Association of Australia (MFAA) See Make a complaint on the Australian Financial Complaints Authority (AFCA) website. |
Superannuation Scheme | See Make a complaint on the Australian Financial Complaints Authority (AFCA) website. |
Tax Agents | See Complaints, compliments and suggestions on the Australian Taxation Office website. Members should see Complaints on the Tax Practitioners Board website. |
Health care providers
This category deals with complaints about behaviour and standards of care from health practitioners and facilities.
If your complaint is about an issue related to privacy, see Privacy complaints on the Office of the Australian Information Commissioner website.
Legal services
This category deals with complaints about behaviour, standards of service and costs in relation to legal services.
| Your complaint is about... | Who you can make a complaint to |
|---|---|
Barristers | See Complaints on the Office of the Legal Services Commissioner (OLSC) website. |
Conveyancers | Complaints can be made directly to the Conveyancer. If you are unhappy with the outcome of your complaint, you can make a further complaint to NSW Fair Trading. For more information, see Make a complaint on the NSW Fair Trading website. |
Community Legal Centre | See Complaints on the Office of the Legal Services Commissioner (OLSC) website. See Raise a concern on the Australian Charities and Not-for-profits Commission website. |
Justices of the Peace (JPs) | Complaints can be made to the Department of Communities and Justice. For more information, see Submit feedback about a JP on the Department of Communities and Justice website. The Department’s decision about your complaint will be final. However, if you are unhappy with how the Department has handled your complaint, you can make a complaint to the NSW Ombudsman. |
Lawyers | See Complaints on the Office of the Legal Services Commissioner (OLSC) website. |
Solicitors | See Complaints on the Office of the Legal Services Commissioner (OLSC) website. |
Media (TV, radio, online and print)
This category includes complaints about conduct on television, radio, online and in print. It also includes complaints about online and internet services, scams and SPAM.
| Your complaint is about... | Who you can make a complaint to |
|---|---|
Advertising | See Lodge a Complaint on the Ad Standards website. See Make a complaint on the NSW Fair Trading website. See Make a consumer complaint on the Australian Competition and Consumer Commission (ACCC) website. |
E-bay | See Make a complaint on the NSW Fair Trading website. See Make a consumer complaint on the Australian Competition and Consumer Commission (ACCC) website. |
Internet Scams | See Make a consumer complaint on the Australian Competition and Consumer Commission (ACCC) website. |
Internet Content | See Report abuse on the eSafety Commissioner website. |
Internet SPAM (unsolicited mail) | |
Media | |
Newspapers | See Complaints on the Australian Press Council website. |
Radio | See Online enquiries on the Australian Communications and Media Authority (ACMA) |
Television | See Online enquiries on the Australian Communications and Media Authority (ACMA) |
Organisations – Religious, sporting and community organisations and groups
This category has information about complaints about charities, sporting groups, community organisations, associations and religious organisations.
| Your complaint is about... | Who you can make a complaint to |
|---|---|
Charities | See Make a complaint on the Liquor and Gaming NSW website. |
Community groups | If community group is registered, see Raise a concern on the Australian Charities and Not-for-profits Commission (ACNC) |
Co-operatives | See Make a complaint on the NSW Fair Trading website. |
Incorporated associations | See Make a complaint on the NSW Fair Trading website. |
Registered clubs | Complaints can be made directly to the venue. If you are unhappy with the outcome of your complaint, you can make a further complaint to Liquor and Gaming NSW. For more information, see Make a complaint on the Liquor and Gaming NSW website. |
Religious organisations | Many religious organisations and churches have professional standards offices that take complaints. |
Sporting bodies | See Complaints and grievances on the NSW Office of Sport website. |
Phone and internet
This category includes complaints about phone and internet providers, as well as complaints about online scams, spam and content.
| Your complaint is about... | Who you can make a complaint to |
|---|---|
Internet Scams | See Make a consumer complaint on the Australian Competition and Consumer Commission (ACCC) website. |
Internet Content | Complaints about cyberbullying, image-based abuse and illegal and harmful content can be made to the eSafety Commissioner. For more information, see Report abuse on the eSafety Commissioner website. |
Internet SPAM (unsolicited mail) | |
Phone, mobile and internet service providers | Complaints can be made directly to the service provider. If you are unhappy with the outcome of your complaint, you can make a further complaint to the Telecommunications Industry Ombudsman. For more information, see Complaints on the Telecommunications Industry Ombudsman website. |
Privacy
This category provides details about making complaints relating to breach of privacy, and accessing your own information.
| Your complaint is about... | Who you can make a complaint to |
|---|---|
Privacy | See Privacy complaints on the Office of the Australian Information Commissioner website. If your privacy complaint relates to a data breach of your personal information, see Report a Data breach on the Office of the Australian Information Commissioner website. |
Service providers and businesses
This category includes complaints about businesses in general, as well as complaints about specific types of businesses.
| Your complaint is about... | Who you can make a complaint to |
|---|---|
Builders, plumbers, electricians and other trades | See Make a complaint on the NSW Fair Trading website. |
| Businesses (Includes consumer complaints about the service provided) | See Make a complaint on the NSW Fair Trading website. See Make a consumer complaint on the Australian Competition and Consumer Commission (ACCC) web site. For certain types of complaints, see How to complain on the Australian Securities Investments Commission (ASIC) website. |
Companies | For certain types of complaints, see How to complain on the Australian Securities Investments Commission (ASIC) website. |
Drycleaners | Members should see, Feedback on the Drycleaning Institute of Australia (DIA) website. |
Licensed venues - liquor and gaming | See Make a complaint on the Liquor and Gaming NSW website. |
Real Estate Agents | See Make a complaint on the NSW Fair Trading website. See Make a consumer complaint on the Australian Competition and Consumer Commission (ACCC) website. |
Retailers and shops | See Make a complaint on the NSW Fair Trading website. |
Removalists | Australian Cabinet and Furniture Association (for its members) Australian Furniture Removers Association (for its members) See Make a complaint on the NSW Fair Trading website. |
Travel Agents | Australian Federation of Travel Agents See Make a complaint on the NSW Fair Trading website. |
Veterinarian | See Consumer information on the Veterinary Practitioners Board of New South Wales website. For complaints about veterinary fees, see Make a complaint on the NSW Fair Trading website. |
Security industry
This category provides details about complaints relating to the security industry.
| Your complaint is about... | Who you can make a complaint to |
|---|---|
Commercial and Private Inquiry Agents | |
Security guards | Security Licensing & Enforcement Directorate (SLED) Members should see Complaints and dispute resolution on the Australian Security Industry Association website. |
Transport
This category has information about complaints relating to public transport, as well as other transport related service providers.
| Your complaint is about... | Who you can make a complaint to |
|---|---|
Ferries | See Feedback, questions and complaints on the Transport NSW website. |
Transport Officers (not police officers) | See Feedback, questions and complaints on the Transport NSWwebsite. See Make a complaint online on the NSW Ombudsman website. |
Taxis | See Feedback, questions and complaints on the Transport NSW website. |
Tolling companies | Tolling Customer Ombudsman |
Trains | See Feedback, questions and complaints on the Transport NSW website. |
Utilities (water, gas and electricity)
This category has information about complaints relating to energy and water bills or service problems.
| Your complaint is about... | Who you can make a complaint to |
|---|---|
Electricity providers (e.g. Origin, AGL, Energy Australia) | Complaints can be made directly to the electricity provider. If you are unhappy with the outcome of your complaint, you can make a further complaint to the Energy and Water Ombudsman. For more information, see Making a complaint on the Energy and Water Ombudsman NSW (EWON) website. |
Gas providers (e.g. AGL, Origin, Country Energy) | Complaints can be made directly to the gas provider. If you are unhappy with the outcome of your complaint, you can make a further complaint to the Energy and Water Ombudsman. For more information, see Making a complaint on the Energy and Water Ombudsman NSW (EWON) website. |
Water providers (e.g. Sydney Water, Essential Water) | Complaints can be made directly to the water provider. If you are unhappy with the outcome of your complaint, you can make a further complaint to the Energy and Water Ombudsman. For more information, see Making a complaint on the Energy and Water Ombudsman NSW (EWON) website. |
| Your complaint is about... | Who you can make a complaint to |
|---|---|
Aged care facilities | See Making a complaint on the Aged Care Quality and Safety Commission website. |
Chiropractors | See Before lodging a complaint with us on the Chiropractic Council of NSW website. See How to make a complaint on the Health Care Complaints Commission website. |
Doctors | See Complaints and concerns on the Medical Council of NSW website. See How to make a complaint on the Health Care Complaints Commission website. |
Dentists | See Complaints and concerns on the Dental Council of NSW website. See How to make a complaint on the Health Care Complaints Commission website. |
General Practitioners | See Complaints and concerns on the Medical Council of NSW website. See How to make a complaint on the Health Care Complaints Commission website. |
Nurses and midwives | See Complaints and concerns on the Nursing and Midwifery Council of NSW website. See How to make a complaint on the Health Care Complaints Commission website. |
Aged care | See Making a complaint on the Aged Care Quality and Safety Commission website. |
Optometrists | See Complaints and concerns on the Optometry Council of NSW website. |
Osteopaths | See Complaints and concerns on the Osteopathy Council of NSW website. See How to make a complaint on the Health Care Complaints Commission website. |
Pharmacists | See Complaints and concerns on the Pharmacy Council of NSW website. See How to make a complaint on the Health Care Complaints Commission website. |
Physiotherapists | See Complaints and concerns on the Physiotherapy Council of NSW website. See How to make a complaint on the Health Care Complaints Commission website. |
Podiatrists | See Complaints and concerns on the Podiatry Council of NSW website. See How to make a complaint on the Health Care Complaints Commission website. |
Psychologists | See Complaints and concerns on the Psychology Council of NSW website. See How to make a complaint on the Health Care Complaints Commission website. |
Sometimes a complaint can involve a legal issue, for example:
- negligence, injury, discrimination or a breach of human rights, or
- a breach of the law, for example, a breach of consumer laws.
How you can respond will depend on the type of legal issue you are dealing with.
You may be able to:
- make a complaint to a complaint body
- commence legal action
- apply for a review
- appeal a decision.
You should get legal advice about your problem, including what action you can take.
Time limits apply to commence legal action, apply for a review of or appeal.
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