Complaints

If something has gone wrong, we want to hear from you so we can resolve the issue and improve our services.

How to make a complaint

You can make a complaint in any way that is convenient for you.

You can contact us by:

• Phone: 1800 337 789
• Email: [email protected]
• Completing an online form, or
• Writing to us: 1 Pelham Street, Carlton, Victoria 3053

You do not need to put your complaint in writing or use the word “complaint”. If you are unhappy with our services or a decision we have made, we will treat your concern as a complaint.

What to include

To help us resolve your complaint as quickly as possible, it is helpful if you include:

• Your name and contact details
• A description of your concern, and
• Any relevant documents or information.

However, you can still make a complaint even if you do not have all of this information.

Support and accessibility

We are committed to making our complaints process accessible to everyone.

If you need assistance to make a complaint, please let us know. This may include:

• Language support
• Assistance with understanding the process, or
• Additional support for vulnerable individuals.

For language support, please contact: 1300 462 654

What happens after you make a complaint

Once we receive your complaint:

• We will acknowledge it as soon as possible, usually within one business day.
• We will assess and investigate the issues raised.
• We may contact you if we need more information.
• We will work to resolve your complaint as quickly as possible.

Timeframes

We aim to resolve most complaints within 30 business days.

In some cases, we may be able to resolve your complaint within a few days.

If your complaint is more complex or we need additional information, it may take longer. If this happens, we will let you know:

• Why there is a delay and
• When you can expect a response.

Our response

When we finalise your complaint, we will explain:

• The outcome
• The reasons for our decision, and
• Any actions we have taken.

If your complaint is not upheld, we will explain why.

No cost

There is no cost to you for making a complaint.

Continuous improvement

We use complaints to improve our services. We regularly review complaint data to identify trends and address any broader issues.

Further information

For more detailed information about how we handle complaints, including our internal processes and governance framework, please refer to our full policy.