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About the Department

Explaining and Reviewing Our Decisions

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Explaining our decisions

We must give you a statement setting out the reasons for our decision if we refuse to:

  • allow you access to a document
  • amend your personal information
  • waive or reduce the amount of your fees or charges.

We will also tell you how to have our decision reviewed.

Generally, we must provide the statement within 30 days of receiving your request.

Reviewing our decisions

You can ask us to review our decision if you do not agree with it. By law the fee for this review is currently AUD40.00.

Your request for a review must be in writing. You should send it to us within 30 days of being notified of our decision. If you cannot request a review within 30 days, you can apply for an extension of time. Your application should set out the reasons why you are unable to seek the review within 30 days.

An officer who was not involved in the original decision will conduct the review. Normally, we will provide you with our decision and the reasons for it within 30 days of receiving your request for a review and the fee.

Feedback and review bodies

Global Feedback Unit

If you wish to provide us with feedback about our service please contact the Client Service Feedback Line Your call will be answered by an operator in the Global Feedback Unit (GFU)

The role of the GFU when dealing with feedback calls is to:

  • act as the first point of contact for clients who wish to comment on our service
  • record details about comments and complaints received
  • resolve less complex complaints within guidelines
  • refer difficult or escalating complaints to the appropriate area in the State/Territory where the complainant resides.

See: Feedback - About our Service
Telephone: 133 177

Ombudsman

In addition you may lodge a complaint at any time with the Commonwealth Ombudsman if you are dissatisfied with the way your request has been processed. The Ombudsman is empowered to investigate your complaint and make recommendations where appropriate.

Generally, the Ombudsman prefers the applicant to seek internal review before making a complaint.
See: Commonwealth Ombudsman

Administrative Appeals Tribunal

If you are still dissatisfied after an internal review you may appeal to the Administrative Appeals Tribunal (AAT).

You may also appeal to the AAT if you have not been notified of the decision on your request for access, or of the decision on your request for review, within the required time.
See: Administrative Appeals Tribunal

The Privacy Commissioner

If you are not happy with how the department has handled your Privacy request you can contact the Privacy Commissioner, 9:00 am to 5:00 pm, Monday to Friday.
Telephone: 1300 363 992 (local call charge)
Email: privacy@privacy.gov.au