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Complaints about government agencies

Introduction

If you have a complaint about a government agency, it is often a good idea to raise your concerns with the agency directly. This may help to resolve the problem early and avoid legal action. You could write to them, send an email or call them. In some cases they may even have a complaints section you could contact.

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 agency is offering compensation to settle the matter, you should get legal advice before entering into any agreement.

Government agencies

Government agency (or government funded agency)Who to make a complaint to
Aged care facility

Complaints can be made to the Aged Care Quality and Safety Commission.

For more information, see What to do if you have a complaint on the Aged Care Quality and Safety Commission website.

Ambulance Service

Complaints can be made to the Complaints team.

For more information, see Compliments, Complaints and Comments on the NSW Ambulance website.

Complaints about NSW health service providers can be made to the Health Care Complaints Commission.

For more information, see Understanding Complaints on the Health Care Complaints Commission website.

Australia Post

​Complaints can be made directly to Australia Post.

For more information, see Complaints, compliements and feedback on the Australia Post website.

If you are unhappy with the outcome of your complaint, you can make a further complaint to the Commonwealth Ombudsman.

For more information, see Complaint Form on the Commonwealth Ombudsman website.

You can also make a further complaint to the Australian Financial Complaints Authority (AFCA).

For more information see, Make a complaint on the AFCA website.

Centrelink

Complaints can be made directly to Services Australia.

For more information, see Complaints and feedback on the Services Australia website.

If you are unhappy with the outcome of your complaint, you can make a further complaint to the Commonwealth Ombudsman.

For more information, see Services Australia on the Commonwealth Ombudsman website.

Child Support Agency

Complaints can be made to Services Australia.

For more information, see Complaints and feedback on the Services Australia website.

If you are unhappy with the outcome of your complaint, you can make a further complaint to the Commonwealth Ombudsman.

For more information, see Complaint Form on the Commonwealth Ombudsman website.

Corrective Services

Complaints can be made directly to Corrective Services.

For more information, see Feedback and complaints on the Corrective Services NSW website.

If you are unhappy with the outcome of your complaint, you can make a further complaint to the NSW Ombudsman.

For more information, see Making a complaint on the NSW Ombudsman website. 

Hospitals (Public and Private)

Complaints can be made directly to the hospital.

If you are unhappy with the outcome of your complaint, you can make a further complaint to the Health Care Complaints Commissions.

For more information, see Understanding complaints on the Health Care Complaints Commission website.

You can also make a further complaint to the NSW Ombudsman.

For more information, see Making a complaint on the NSW Ombudsman website.

Housing NSW

Complaints can be made to the Department of Communities and Justice.

For more information, see Complaints and feedback on the Department of Communities and Justice website.

If you are unhappy with the outcome of your complaint, you can make a further complaint to the NSW Ombudsman.

For more information, see Making a complaint on the NSW Ombudsman website.

Immigration

​Complaints can be made to the Department of Home Affairs.

For more information, see Compliments, complaints and suggestions on the Department of Home Affairs website.

If you are unhappy with the outcome of your complaint, you can make a further complaint to the Commonwealth Ombudsman.

For more information, see Complaint Form on the Commonwealth Ombudsman website.

​Justice and Community Services (General)

Complaints can be made to the Department of Justice and Community Service.

For more information, see Complaints and feedback on the Department of Communities and Justice website.

If you are unhappy with the outcome of your complaint, you can make a further complaint to the NSW Ombudsman.

For more information, see Make a complaint on the NSW Ombudsman website.

Legal Aid NSW

Complaints can be made directly to Legal Aid NSW.

For more information, see Feedback and complaints on the Legal Aid NSW website.

If you are unhappy with the outcome of your complaint, you can make a further complaint to the NSW Ombudsman.

For more information, see Making a complaint on the NSW Ombudsman website.

​Local Councils

Complaints can be made directly to the Local Council.

For more information, see Talking to your council on the Office of Local Government website.

If you are unhappy with the outcome of your complaint, you can make a further complaint to the NSW Ombudsman.

For more information, see Making a complaint on the NSW Ombudsman website.

Neighbourhood CentresContact the relevant Neighbourhood Centre to make a complaint.
​NSW Office of the Director of Public Prosecutions

See Feedback, complaints or suggestions on The Office of the Director of Public Prosecutions NSW website.

Complaints can be made:

  • by calling or emailing the officer handling the case
  • by letter to the responsible officer, their manager, senior manager, or the Director of Public Prosecutions
  • by filling out a Complaint and Feedback Form available on their website and sending it to complaints@odpp.nsw.gov.au.
​Office of the Children’s Guardian

​Complaints can be made to the Office of the Children’s Guardian.

For more information, see Making a complaint on the Office of the Children’s Guardian website.

Out of home care

Complaints can be made to:

  • Manager Casework, Manager Client Services, or
  • DCJ Enquiry, Feedback and Complaints Unit.

For more information, see Complaints and feedback on the Department of Communities and Justice website.

If you are unhappy with the outcome of your complaint, you can make a further complaint to the NSW Ombudsman. This includes non-government organisations that provide out of home care services.

For more information, see Make a complaint on the NSW Ombudsman website.

Police

NSW Police

For complaints of serious misconduct or serious maladministration, or a review of a complaint investigated by the Police, see Make a complaint on the Law Enforcement Conduct Commission.

For other complaints about the Police, contact the relevant Police station or see How to make a complaint on the NSW Police Force website.

Federal Police

Complaints relating to minor issues, such as discourtesy, minor misconduct and underperformance, can be made to the Australian Federal Police.

Complaints relating to serious misconduct can be made to Professional Standards.

For more information, see Complaints and feedback on the Australian​ Federal Police​ website.

If you are unhappy with the outcome of your complaint, you can make a further complaint to the Commonwealth Ombudsman.

For more information, see Complaint Form on the Commonwealth Ombudsman website.

Schools (Public only)

Complaints can be made directly to the school.

For more information, see Making a complaint about schools - guide for parents and carers  on the NSW Government - Education website.

If you are unhappy with the outcome of your complaint, you can make a further complaint to:

  • your school’s regional director, or
  • the Department of Education.

If you are still unhappy, you can make a complaint to:

  • the NSW Ombudsman. For more information, see Making a complaint on the NSW Ombudsman website.
  • the Australian Human Rights Commission. For more information, see Complaints on the Australian Human Rights Commission website.
State Government Departments

Complaints can be made to the NSW Ombudsman.

For more information, see Making a complaint on the NSW Ombudsman website.

TAFE NSW

Complaints can be made directly to the TAFE, see Making a complaint about schools - guide for parents and carers on the NSW Government - Education website.

If you are unhappy with the outcome of your complaint, you can make a further complaint to:

  • your school’s regional director, or
  • the Department of Education.

If you are still unhappy, you can make a complaint to the NSW Ombudsman.

For more information, see Making a complaint on the NSW Ombudsman website.

If you believe that you have not been treated fairly, you can make a complaint to the Australian Human Rights Commission.

For more information, see Complaints on the Australian Human Rights Commission website.

Tax Office

Complaints can be made directly to the Australian Taxation Office.

For more information, see Complaints on the ATO website.

General complaints about the ATO or the Tax Practitioners Board can be made to the Inspector-General of Taxation.

For more information, see Lodge a dispute on the Inspector-General of Taxation website.

Complaints about Freedom of Information or Public Interest Disclosure issues relating to the ATO can be made to the Commonwealth Ombudsman.

For more information, see Complaint Form on the Commonwealth Ombudsman website.

​Transport for NSW

​Complaints can be made directly to Transport for NSW.

For more information, see Complaints and Feedback on the Transport for NSW website.

If you are unhappy with the outcome of your complaint, you can make a further complaint to the NSW Ombudsman.

For more information, see Making a complaint on the NSW Ombudsman website.