Formal Complaints

Your feedback is important and helps us improve. We’ll do our best to fix your problem and make sure it doesn’t happen again.

Before making a complaint, please try the following.

• Talk to us. Contact us with the issue that relates to your problem and tell us your concerns.
• If you’re not satisfied with the solution offered by us initially, you can ask for your concerns to be escalated to the CEO

If your issue is not resolved by either of these steps, you can contact our Complaints management service by:

• sending us a message on the form below
• phoning us
• writing to us by post.

Complaint’s form

The best way to file a complaint is using our complaints form. This gives us the information we need to properly address your issue.

On receiving this information from you, we’ll review it and contact you if we need anything more.

Who will look after my case?

Your case will be assigned to a case management officer who’ll liaise with the area(s) involved with your complaint.

They’ll keep you informed of the status of your complaint and the outcome and contact you if we require more information.

Processing times

We aim to resolve a complaint within 10 working days. However, the length of time to resolve a complaint depends on its complexity. Your case management officer will discuss this with you. If your case is unable to be resolved to your satisfaction, you can ask the Office of the Ombudsmen to investigate.

Submit your Complaint