This policy is intended to ensure that we handle complaints fairly, efficiently and effectively.

Our Complaint Policy is intended to:
  • enable us to respond to issues raised by people making complaints in a timely and cost-effective way
  • boost consumer confidence in our administrative process, and
  • provide information that can be used by us to deliver quality improvements in our services, staff and complaint handling.

This policy provides guidance to us and people who wish to make a complaint. 

Terms and Definitions


  • Expression of dissatisfaction made to or about us, our products, services, staff
  • or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required.


  • An unresolved complaint escalated either within or outside of our organisation.


  • Opinions, comments and expressions of interest or concern, made directly or indirectly, explicitly or implicitly, to or about us, about our products, services or complaint handling where a response is not explicitly or implicitly expected or legally required.

Facilitate complaints

  • We are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures and products.
  • Any concerns raised in feedback or complaints will be dealt with within a reasonable time frame.

People making complaints will be:

  • provided with an accessible way to make complaints
  • listened to, treated with respect by staff and actively involved in the complaint process where possible and appropriate

Anonymous complaints
We accept anonymous complaints and will carry out an investigation of the issues raised where there is enough information provided.

We will ensure that information about how and where complaints may be made to or about us is well publicised.

Respond to complaints
Early resolution
Where possible, complaints will be resolved at first contact.


  • We will promptly acknowledge receipt of complaints.
  • We will assess and prioritise complaints in accordance with the urgency and/or seriousness of the issues raised. If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately.

We are committed to managing people’s expectations, and will inform them as soon as possible, of the following:

  • the complaints process
  • the expected time frames for our actions
  • the progress of the complaint and reasons for any delay
  • their likely involvement in the process, and
  • the possible or likely outcome of their complaint.

We will advise people as soon as possible when we are unable to deal with any part of their complaint and provide advice about where such issues and/or complaints may be directed (if known and appropriate).

We will also advise people as soon as possible when we are unable to meet our time frames for responding to their complaint and the reason for our delay.

Objectivity and fairness

We will address each complaint with integrity and in an equitable, objective and unbiased manner.

Responding flexibly

We will adopt flexible approaches to service delivery and problem solving to enhance accessibility for people making complaints and/or their representatives.
We will assess each complaint on its merits and involve people making complaints and/or their representative in the process as far as possible.


We will protect the identity of people making complaints where this is practical and appropriate.
Personal information that identifies individuals will only be disclosed or used as permitted under the relevant privacy laws, secrecy provisions and any relevant confidentiality obligations.

Managing unreasonable conduct by people making complaints

We are committed to being accessible and responsive to all people who approach us with feedback or complaints. At the same time our success depends on:

  • our ability to do our work and perform our functions in the most effective and efficient way possible
  • the health, safety and security of our staff, and
  • our ability to allocate our resources fairly across all the complaints we receive.

When people behave unreasonably in their dealings with us, their conduct can significantly affect the progress and efficiency of our work. As a result, we will take proactive and decisive action to manage any conduct that negatively and unreasonably affects us and will support our staff to do the same in accordance with this policy.

Acknowledgement of complaints

We will acknowledge receipt of each complaint promptly, and preferably within 3 working days.

Initial assessment and addressing of complaints

After acknowledging receipt of the complaint, we will confirm whether the issue/s raised in the complaint is/are within our control. We will also consider the outcome/s sought by the person making a complaint and, where there is more than one issue raised, determine whether each issue needs to be separately addressed

When determining how a complaint will be managed, we will consider:

  • How serious, complicated or urgent the complaint is
  • Whether the complaint raises concerns about people’s health and safety
  • How the person making the complaint is being affected
  • The risks involved if resolution of the complaint is delayed, and
  • Whether a resolution requires the involvement of other organisations.

Addressing complaints

After assessing the complaint, we will consider how to manage it. To manage a complaint we may:

  • Give the person making a complaint information or an explanation
  • Gather information from the product, service or area that the complaint is about, or
  • Investigate the claims made in the complaint.

We will keep the person making the complaint up to date on our progress, particularly if there are any delays. We will also communicate the outcome of the complaint using the most appropriate medium (email). Which actions we decide to take will be tailored to each case and take into account any legal obligations.

Providing reasons for decisions
Following consideration of the complaint and any investigation into the issues raised, we will contact the person making the complaint and advise them:

  • the outcome of the complaint and any action we took
  • the reason/s for our decision
  • the remedy or resolution/s that we have proposed or put in place.

How to Make a Complaint

All complaints are to be sent via email.

Subject line must only include - COMPLAINT [Your Name]

For example:

Subject: COMPLAINT [Your Name]