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How to make a complaint

Information about how to make a complaint and who to complain to.

How to make a complaint

Complain to the person or organisation directly 

If you want to make a complaint it is best to contact the person or organisation and ​discuss the issue directly with them. You could talk to them about your concerns and follow up in writing by email or letter. You should make the complaint in writing so you have a record of it.

If you need help writing a letter, see Complaint letter tool on the Australian Competition and Consumer Commission website. 

Some larger organisations have internal review procedures that must be followed if you want to make a complaint. Check their website to see if they have information about their internal review procedure.

In some cases, you may be required to complain directly to the organisation before making a complaint to an independent third party.

Complain to an independent organisation or third party 

If the person or organisation does not respond to your complaint, or you are not happy with their response, there is usually an independent organisation or third party you can complain to.

Tips for making a complaint 

Act quickly

It is important that you raise your concerns with the person or organisation straight away. This will allow them to address your concerns and fix any problems more quickly.

Contact them by phone

You may want to contact the person or organisation by telephone initially because it is quick and easy and can sometimes resolve the issue. However, the organisation may ask you to put your complaint in writing.

Write a letter

If your complaint is to a large organisation or your complaint is complex, it may be best to put your complaint in writing. You should think carefully about the wording of your letter. If you are unsure how to put your complaint in writing, you should get legal advice. You never know who might end up reading your letter!

Be clear and logical

Set out yo​ur complaint as clearly and briefly as possible. Write your letter in a logical way, using plain language. Remember to check your grammar and spelling. Bullet points can also be useful, especially with dates. You can also attach copies of any relevant documents.

State what you want

It is a good idea to say what outcome you want as a result of your complaint.

Keep records

If you call the person or organisation, make a note of the date and the name of the person you speak to and what they agree to do. Make sure you keep a copy of any letter you send.

Be polite and calm

You are more likely to get a positive response if you are not rude or aggressive.

Don't give up

If you have not had a response, contact the organisation again and include a copy of your initial correspondence.

Who to make a complaint to

If you want to make a complaint about a problem you have experienced, who you can complain to will depend on the nature of your situation and the type of complaint you want to make.

In some circumstances, there may be a number of different organisations that you can make a complaint to. However, you may be limited in the number of complaints you can make.

There may also be time limits for you to make a complaint.

If you are unsure who to make a complaint to, you should get legal advice.

For more information, see: