Compliments and Complaints

How the community can provide information about suspected immigration or citizenship fraud

The department is interested in receiving information from the public relating to suspected offences against Australian immigration and citizenship law. Your information may help the department to maintain the integrity of Australia’s borders and its immigration and citizenship programs.
See: Immigration Dob-in Service
Note: For privacy reasons, no information can be provided on the outcome or the progress of our investigations.

Compliments and complaints policy

If you are unhappy with a service the department provides or funds, contact the Global Feedback Unit by phone or email. Your compliments and complaints provide the department with information to help improve the quality of our services.

The compliments and complaints policy ensures the department processes all compliments, complaints and suggestions in a consistent way and 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 the department’s commitment to service improvement, it has established a centralised system for recording, tracking and resolving client feedback.

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, including alleged fraud against the department.

You can provide a compliment, complaint or suggestion to the department 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 the department 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

Claiming compensation from the department

If you think the department has made a mistake that has caused you financial loss or some other detriment, you may be able to make a claim for compensation.

Further information on applying for compensation is available.
See: Claiming Compensation from the Department

Need more information?

More information is provided in the department's 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 registered migration agent

If you are not satisfied with the service provided by your registered 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 Registered Migration Agent

Report an unregistered migration agent

If you want to report an unregistered migration agent, please contact the department's Dob-in service.
See: Immigration Dob-in Service
Note: If you report an unregistered agent this will not affect your visa application in any way. Any information will be treated confidentially.

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 a quarterly award to acknowledge departmental staff who:

• provide an exceptional level of client service
• display the highest standards of professionalism and integrity
• go ‘above and beyond’ their normal duties and exceed expectations.

When you become aware of exceptional service provided by departmental staff members, please take the opportunity to nominate them for an ACSE.

Nominating

If you would like to nominate a staff member for an ACSE, please complete the ACSE Nomination Form.
See: ACSE Nomination Form

Alternatively, you can send a written nomination through the post to:

Director
Client Feedback and Standards Section
Department of Immigration and Citizenship
PO Box 25
Belconnen ACT 2616
See: ACSE Nomination Form (161KB PDF file)

Client service

The department aims to continually improve the level of service it provides to clients. The Client Service Charter outlines the department's 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