Your Feedback

We value your compliments, complaints and suggestions. We seek client feedback in a number of ways, including through client satisfaction surveys, and direct feedback from clients.

For information about our feedback handling processes you can visit our website or ask at our contact centres or offices.
See: Feedback - About our Service

We value the opportunity to respond to you about the feedback you provide, but if you choose, you may provide your feedback anonymously.

Your compliments let us know where we are performing well. Feedback on issues and problems you may have experienced helps us improve the quality of our information, products and services.

We will manage your complaints in a timely and professional manner. So, if you are not satisfied with the service you have received or feel you have not been treated fairly and reasonably by us, or by someone delivering services on our behalf, please tell us.

Our staff are required to conduct their duties in accordance with the Australian Public Service Values and Code of Conduct. If you believe that a member of our staff has not been professional, please report the matter to us. To find out more you can visit the Australian Public Service Commission website.
See:
www.apsc.gov.au > Values in the APS
www.apsc.gov.au > APS Code of Conduct

The feedback you provide about the quality of the service you have received will not affect the consideration of your application or any other dealings you may have with us.

If you are not satisfied with our resolution of your complaint, you may contact the Commonwealth Ombudsman, the Privacy Commissioner or the Human Rights and Equal Opportunities Commission.
See:
Commonwealth Ombudsman
Office of the Privacy Commissioner
Human Rights and Equal Opportunities Commission

How to provide your feedback

To provide your feedback you can:

• email through our website
  See: Feedback - About our Service
• telephone our Client Service Feedback Line (within Australia)
  Telephone: 133 177 or
• write to:
  Client Feedback Coordinator
  GPO Box 241
  Melbourne
  VIC 3001
  AUSTRALIA

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