Compliments, Suggestions and Complaints 

Compliments and suggestions

FaHCSIA aims to provide consistent and quality services to the Australian community through our staff and service providers. If you have a compliment about a FaHCSIA program or a FaHCSIA funded service provider or would like to make a suggestion about how we could improve our services we would like to hear from you.

Ph: 1800 634 035
Fax: (02) 6204 4587
Email: compliments@fahcsia.gov.au
Post: FaHCSIA Compliments and Suggestions, PO Box 7576, Canberra Business Centre ACT 2610

Complaints Management System

We recognise that from time to time we may not meet your expectations. If you wish to raise a concern about FaHCSIA or a FaHCSIA funded service provider you can do this through our Complaints Management System.

1. Statement of commitment and goals of the Complaints Management System
2. What you can contact us about
3. Other complaints handling mechanisms
4. Contacting the FaHCSIA Complaints Team
5. What happens when you contact a complaints officer
6. Information we require and confidentiality
7. What you can do if you are not satisfied
8. Useful links

1. Statement of commitment and goals of the Complaints Management System

• To provide FaHCSIA clients with an accessible process that handles complaints in a timely, professional and consistent manner.
• To provide information to assist FaHCSIA to improve its customer service and administrative processes.

FaHCSIA encourages all clients to provide feedback on their experiences with FaHCSIA or a FaHCSIA funded service provider.

The complaints management process ensures that any concerns you have with the services or decisions of FaHCSIA or a FaHCSIA-funded service provider are taken seriously and dealt with promptly. Your concerns can help us to improve our processes.

FaHCSIA will treat your concerns as a priority, managing your complaint with integrity and fairness, and keeping you informed while working with you towards a satisfactory resolution.

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2. What you can contact us about

You can contact us with complaints about FaHCSIA's service(s), or the service of a FaHCSIA funded service provider. These complaints may be about:

• unreasonable delay;
• inadequate service, explanation or reasons;
• legal error;
• factual error in decision making process;
• human error;
• procedural deficiency;
• discriminatory action or decision;
• flawed administrative process;
• inadequate knowledge/training of staff;
• unprofessional behaviour by an officer; or
• breach of duty/misconduct by an officer.

As the purpose of the system is to assist in improving FaHCSIA's processes, the system does not handle complaints about issues which relate to Government policy or legislation. Therefore, the FaHCSIA Complaints Management System does not look into complaints about:

• Government policy;
• Legislation; or
• reviews over eligibility for a benefit or entitlement.

If you wish to raise a concern about a policy or piece of legislation administered by FaHCSIA, you are welcome to contact  enquiries@fahcsia.gov.au

If you would like to request a review over eligibility please contact the relevant decision making body.

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3. Other complaints handling mechanisms

General complaints are dealt with under the FaHCSIA Complaints Management System, however, there are other FaHCSIA-supported complaint handling mechanisms designed to deal with disability and Centrelink payments:

• National Disability Abuse and Neglect Hotline - an Australia-wide telephone hotline for reporting abuse and neglect of people with disabilities using Government-funded services. Phone: 1800 880 052.
• National Disability Complaints Resolution and Referral Service (CRRS) - an independent avenue of complaint for users of Commonwealth-funded disability employment and advocacy services when complaints cannot be resolved internally and/or service users feel that they cannot use a service provider's internal complaints mechanism. Phone: 1800 880 052.
• Social Security Appeals Tribunal (SSAT) - an independent body that reviews individual cases of payments administered by Centrelink. It can set aside, vary or affirm decisions. Phone: 1800 011 140.

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4. Contacting the FaHCSIA Complaints team

We recommend that you try to resolve the matter with the relevant organisation or FaHCSIA office before contacting the FaHCSIA Complaints team.

• Telephone: 1800 634 035
• Fax: (02) 6204 4587
• Email: complaints@fahcsia.gov.au
• Mail: FaHCSIA Complaints, PO Box 7576, Canberra Business Centre, 2610

If you are deaf or have a hearing or speech impairment, you can use the National Relay Service to contact any of FaHCSIA's listed phone numbers.

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5. What happens when you contact a complaints officer?

The FaHCSIA complaints officer will:

• discuss your concern with you.
• advise you of the process that will be taken to resolve your concern; and
• register your complaint.

You will be kept informed of progress and contacted to clarify any issues. A written response will be provided to you within 28 days. If the issue is complex we may need to extend that time and this will be discussed with you.

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6. Information we will require and confidentiality

To look into your concerns we require:

• Details of your complaint.
• Details of any attempts you have made to resolve the matter.

We will accept anonymous complaints but the following optional information will help us to look into your concerns more effectively:

• Your name and contact details.
• Permission for the FaHCSIA officer/s looking into the matter to disclose your personal information to the relevant parties (if applicable).
• Permission for the relevant parties to provide details of your dealings with them to the FaHCSIA officer/s looking into the matter (if applicable).

FaHCSIA staff will seek your consent before disclosing/requesting any of your personal information.

If you agree, your personal information will be used for the purpose of processing your complaint and will be protected under the provisions of the Privacy Act 1988. Your personal information will not be released to any person or organisation unless required by law or you provide your consent. 

If you submit your complaint over the phone, we will seek consent from you during the call. If you submit your complaint in writing you will need to provide a signed consent form PDF [37kB].

You have the right to withdraw your personal information from the Complaints Management System at any time and your personal information will be deleted from FaHCSIA's records.

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7. What you can do if you are not satisfied

If you are not satisfied with the way in which your concerns have been handled or resolved you can complain to the Commonwealth Ombudsman. Complaints to the Ombudsman can be made in writing, by phone, in person or by using an online complaint form.
Ph: 1300 362 072
Email: ombudsman@ombudsman.gov.au
Post: GPO Box 442, CANBERRA ACT 2601

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8. Useful links

• FaHCSIA Service Charter