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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; or
  • waive or reduce the amount of your 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.

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.

You also have the right to seek review from the Australian Information Commissioner should we make an initial or a review decision with which you do not agree. Further information about this process can be found on the Office of the Australian Information Commissioner's website.
See: Office of the Australian Information Commissioner

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

Australian Information Commissioner

In addition to their review function, the Office of the Australian Information Commissioner also handles complaints from the public into how requests are handled under the FOI Act.

You can make a complaint to the Australian Information Commissioner if you are dissatisfied with the way your request has been processed.

The Australian Information Commissioner has the power to undertake an investigation based on a complaint or can also initiate an own motion investigation into the actions of departments.

If you are unsure how to make a complaint to the Office of the Australian Information Commissioner, you can contact their office and they will provide appropriate assistance.
See: Office of the Australian Information Commissioner

The Privacy Commissioner

If you are not happy with how the department has handled your Privacy request you can contact the Privacy Commissioner.
See: Office of the Privacy Commissioner

Telephone: 1300 363 992 (local call charge)
Email: privacy@privacy.gov.au