Making a complaint

If you want to make a complaint it is usually best to contact the person or organisation and ​discuss the issue directly with them. You could talk to them about your concerns, and follow up in writing by email or letter. It is helpful to make the complaint in writing so you have a record of it.

Some larger organisations have internal review procedures that must be followed if you want to make a complaint. Check their website to see if they have information about their internal review procedure.

In some cases, you may be required to complain directly to the organisation before making a complaint to an independent third party.

If the person or organisation does not respond to your complaint, or you are not happy with their response, there is usually an independent organisation or third party you can complain to.

To find out who you can complain to about courts and tribunals, government departments, businesses, services and other organisations, see 'Who to make a complaint to' below​.

• Act quickly – It is important that you raise your concerns with the person or organisation straight away. This will allow them to address your concerns and fix any problems more quickly.
• Contact them by phone – You may want to contact the person or organisation by telephone initially because it is quick and easy and can sometimes resolve the issue. However, the organisation may ask you to put your complaint in writing.
• Write a letter - If your complaint is to a large organisation or your complaint is complex, it may be best to put your complaint in writing. You should think carefully about the wording of your letter. If you are unsure how to put your complaint in writing, you should get legal advice. You never know who might end up reading your letter!
• Be clear and logical – Set out yo​ur complaint as clearly and briefly as possible. Set out your letter in a logical way, using plain language. Remember to check your grammar and spelling. Bullet points can also be useful, especially with dates. You can also attach copies of any relevant documents. 
• State what you want – It is a good idea to say what outcome you want as a result of your complaint.
• Keep records - If you call the person or organisaiton, make a note of the date and the name of the person you speak to and what they agree to do. Make sure you keep a copy of any letter you send.
• Be polite and calm - You are more likely to get a positive response if you are not rude or aggressive.
• Don't give up - If you have not had a response, contact the organisation again and include a copy of your initial correspondence. 

Aged Care Quality and Safety Commission

The Aged Care Quality and Safety Commission deals with complaints against aged care service providers, including about:

• health care, for example wound care and medication
• personal care assistance, for example eating and showering
• communication
• staff roles
• living environment, for example safety, security, heating and cooling, cleaning and building maintenance
• some fees and charges.

For more information, see The complaints process on the Aged Care Quality and Safety Commission website.

Commonwealth Ombudsman

The Commonwealth Ombudsman deals with complaints about:

• Commonwealth government agencies, including ASIC, Services Australia and the National Disability Insurance Scheme
• The Australian Federal Police
• The Australian Defence Force
• immigration issues
• private education providers in Australia, where the complaint is made by an overseas student
• postal services
• private health insurance providers
• VET student loans
• Commonwealth public interest disclosure.

For more information, see How can we help on the Commonwealth Ombudsman website.

Anti-Discrimination NSW

Anti-Discrimination NSW handles complaints under the Anti-Discrimination Act 1977 (NSW) in regards to the following areas:

• employment
• goods and services
• state education
• accommodation
• registered clubs.

If you want to make a complaint to Anti-Discrimination NSW, you have 12 months from the date of the discrimination to lodge your complaint.

For more information, see Making a complaint on the Anti-Discrimination NSW website.

Australian Human Rights Commission

The Australian Human Rights Commission investigates complaints about discrimination and breaches of human rights.

You have 24 months from the date of the discrimination to make a complaint to the Australian Human Rights Commission.

For more information about the complaint process, see Make a complaint on the Australian Human Rights Commission website.

Fair Work Commission

The Fair Work Commission (the Commission) is Australia’s national workplace relations tribunal.

People employed under national awards (modern awards) and national agreements are covered by the Fair Work system.

The commission has powers to deal with:

• unfair dismissal claims
• anti-bullying claims
• general protections and unlawful termination claims.

For more information, see Termination of employment and Disputes at work on the Fair Work Commission website.

Industrial Relations Commission

The Industrial Relations Commission (IRC) is the NSW workplace relations tribunal.

People employed under state awards and agreements in the public service in state and local government organisations are covered by the NSW Industrial Relations system.

The IRC has the power to deal with:

• contract determinations that involve some private sector employment, mostly in the transport sector
• unfair dismissal claims
• public sector disciplinary appeals
• applications under the Police Act, and
• industrial disputes.

For more information, see Claims and applications on the Industrial Relations Commission website.

Health Care Complaints Commission

The Health Care Complaints Commission deals with complains about all health services and providers in NSW, including:

• health organisations, such as public and private hospitals, medical centres, imaging and radiation services
• registered health practitioners, such as medical practitioners, nurses, dentists and pharmacists
• unregistered health practitioners, such as counsellors, speech therapists, massage therapists and alternative health care providers.

For more information, see Understanding Complaints on the Health Care Complaints Commission website.

NSW Ombudsman

The NSW Ombudsman deals with complaints about:

• NSW government agencies, such as the Department of Education, the Department of Communities and Justice, DCJ Housing and Revenue NSW
• NSW government statutory bodies – NSW Education Standards Authority and the Rental Bond Board
• NSW state owned corporations – Sydney Water and WaterNSW
• state universities
• local councils, councillors and council staff
• custodial services, including in relation to private correctional centres
• community service provides, including in relation to non-government organisations that provide home and community care services, out-of-home care services for child and young people, support accommodation and assistance program services
• public interest disclosures.

For more information, see What you can complain about to us on the NSW Ombudsman website.

Victims of crime in New South Wales have a Charter of Victims Rights (the Charter) to protect and promote their right.

The Charter of Victims Rights outlines 18 rights for victims of crime in NSW.

If you believe that a NSW Government or non-government agency or contractor (excluding private legal officers and medical practitioners) funded to provide services to victims of crime has not acted in accordance with the Charter of Victims Rights, you are entitled to make a complaint.

For more information, see If your rights have not been met If your rights have not been met on the Victims Services website.