Compliments and Complaints

Compliments and Complaints Policy

If you are unhappy with a service that we provide or fund, we want to know. Your compliments and complaints provide us with information to help improve the quality of our services.

Our Compliments and Complaints Policy ensures that we process all compliments, complaints and suggestions in a consistent way and that we address them appropriately.
Note: The policy is not intended to cover decisions on applications, whether reviewable or non-reviewable, including decisions where an external review or appeal mechanism already exists.

To access our Compliments and Complaints Policy:
See: Compliments and Complaints Policy (193KB PDF file)

As part of our commitment to service improvement, we have established a centralised system for recording, tracking and resolving client feedback.

Our feedback management system ensures that we process all compliments, complaints and suggestions in a consistent way and that we address them appropriately.

How can I make a compliment, complaint or suggestion?

You can provide feedback about any aspect of the services provided or funded by the department.

You can provide a compliment, complaint or suggestion to us in the following ways.

• Use the department's feedback form.
  See: Feedback – About our Service
• Telephone the Global Feedback Unit during business hours.
  Telephone: 133 177
• Write to:
  The Manager
  Global Feedback Unit
  GPO Box 241
  Melbourne Victoria 3001
  AUSTRALIA
• Complete the tear-off feedback form attached to the Compliments and Complaints brochure.
• Contact us directly at your nearest immigration office.
  See:
  Contact Us – Australian Offices
  Contact Us – Overseas Offices

Note: Call rates may vary, for detailed information on rates
See: National Telephone Numbers > Other useful contacts

Need more information?

Further information is provided in our Compliments and Complaints brochure.
See:
Compliments and Complaints Brochure (433KB PDF file)
Compliments and Complaints Brochure - Translated Versions

Referring complaints to the correct agency

If you wish to take your complaint outside of the department please contact the relevant agency:

Australian Customs and Border Protection Service

If your feedback relates to the Australian Customs and Border Protection Service go to Customs Complaints and Compliments.
See: Contact Australian Customs and Border Protection Service
Example: Importing and exporting goods by air, sea or post.

 

Australian Quarantine and Inspection Service

If your feedback relates to services provided by the Australian Quarantine and Inspection Service go to AQIS Compliments and Complaints.
See: AQIS Compliments and Complaints
Example: Animal and plant quarantine; import and export inspection and certification; quarantine at international airports, seaports, mail exchanges and container depots.

 

Australian Federal Police

If your feedback relates to services provided by the Australian Federal Police (AFP) go to AFP Feedback and Complaints.
See: Feedback and Complaints
Example: Conduct or actions of individual AFP appointees; practices and procedures of the AFP.

 

Making a complaint about a migration agent

If you are not satisfied with the service provided by your migration agent, you should complain to the Office of the Migration Agents Registration Authority (Office of the MARA).
Example: Complaints about registered migration agents about any breaches of the Migration Agents Code of Conduct such as providing misleading advice, not providing current contact details, not providing a statement of services, not declaring a conflict of interest, not charging a reasonable fee and not acting in a timely manner.
See: Making a Complaint about a Migration Agent

If your complaint refers to unregistered practice or criminal behaviour, you should contact the department's dob-in line.
See: National Telephone Numbers > Immigration Dob-in Line

Award for Client Service Excellence (ACSE)

As a valued client, the department invites you to support our efforts to improve our client service through participation in the Secretary's Award for Client Service Excellence (ACSE).

The ACSE is awarded to staff who work to the highest standards of professionalism and integrity.

Importantly, we wish to recognise examples of service that are most highly valued by our stakeholders and clients. Therefore, when you become aware of an exceptional service provided by departmental staff, please take the opportunity to nominate them for an ACSE.

Nominating

There are several ways that staff can be nominated for an ACSE. You can nominate them using our online nomination form or you can provide a written nomination

Online nomination

To nominate a staff member please complete our online form.
See: ACSE Nomination Form

Written nomination

You can make a nomination by completing the ACSE Nomination form and posting it to:

Director
Client Experience, Standards and Feedback Section
DIAC
PO Box 25
Belconnen ACT 2616
See: ACSE Nomination Form (182KB PDF file)

Client service

The department aims to continually improve the level of service we provide to our clients. Our Client Service Charter outlines our commitment to providing quality service across our organisation.

More information about our commitments can be found in the Client Service Charter.
See: Client Service Charter