Feedback - Compliments, Complaints, Suggestions

We value your compliments, complaints and suggestions. These could be:

• about a positive experience you have had
• a comment or suggestion on how we can improve our services to you
• a complaint 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.

You can give us this feedback by:

• completing an online feedback form
  See: Feedback – About our Service
• calling the Global Feedback Unit
  Telephone: 133 177
• writing to: The Manager, Global Feedback Unit, GPO Box 241, Melbourne VIC 3001 Australia
• telling any departmental staff member. They will send your feedback to our Global Feedback Unit for processing
• contacting your nearest Australian Embassy, Consulate or High Commission

Complaints handling

We will acknowledge complaints:

• made by telephone or email within one working day and respond within 10 working days
• received by mail or facsimile within five working days and respond within 20 working days.

If you are not satisfied with our resolution of your complaint, you may contact the:

• Commonwealth Ombudsman
  See: www.ombudsman.gov.au
• Office of the Privacy Commissioner
  See: www.privacy.gov.au
• Australian Human Rights Commission
  See: www.humanrights.gov.au.

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