Businesses, organisations and other services
Making a complaint to the business or organisation directly
If you have a complaint about a business or organisation, it is often a good idea to raise your concerns with them first. This can help to resolve the problem early and avoid legal action. You could write to them, or email or call them. In some cases, they may have a complaints department you could contact. Many organisations have a complaints procedure that they follow. Check their website to see if they have information about their complaints procedure, or contact them.
If you need help writing a letter, see 
Complaint letter tool on the Australian Competition & Consumer Commission website.
When dealing with your complaint, it is a good idea to write down who you spoke to, when you spoke to them and what was said. If you send a letter or email, keep copies for your own records. A copy of your letter may be provided to the person you are complaining about – you should think carefully about the wording of your letter or get legal advice.
If your complaint involves a legal issue, and the service provider or professional is offering compensation to settle the matter, you should get legal advice before entering into any agreement.
Making a complaint to an external agency or regulatory body
If you are unable to resolve your complaint with the service provider or professional directly, you may be able to take your complaint further within the organisation or make a complaint to an external body. Below is a directory of complaint bodies or procedures that may assist in certain circumstances:
If you can't find the service provider or professional you are looking for, you should get legal advice.
Education and child care
This category includes non-government education providers. If your complaint is about the Department of Education or a public school, see Government agencies.
Child Care Centres
| NSW Department of Education
See Complaints on the NSW Ombudsman website (limited to complaints about investigations into allegations of a child protection nature).
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Training provider or organisation (registered) | To make a complaint about the quality of teaching, see Complaints on the Australian Skills Quality Authority website.
To make a complaint about VET FEE-HELP or VET Student Loans, see VET Student Loans on the Commonwealth Ombudsman website and VET Student Loans on the VET Ombudsman website.
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Public universities in NSW
| See Complaints on the NSW Ombudsman website.
Complaints about interstate universities with campuses in NSW cannot be made to the NSW Ombudsman.
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Private schools (non-Catholic) | Each independent school registered with the Board of Studies must have in place policies and procedures in relation to complaints and grievances. You should request a copy of the school's policy. Check their website to see if they have information about their complaints procedure. Generally, a complaint should be first made to the principal of the school and then, if not satisfied, to the school's Board Chair in writing. If you are still not satisfied, the school may be a member of an association that can deal with complaints.
Association of Independent Schools NSW.
See Complaints on the NSW Ombudsman website (limited to complaints about investigations into allegations of a child protection nature).
 See Approval of school providers to deliver courses to overseas students on the NSW Education Standards Authority website.
For overseas student complaints, see Overseas Students on the Commonwealth Ombudsman website.
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Private schools (Catholic) | Catholic schools are run by Diocesan Catholic Schools Authorities in NSW. They are also called Catholic Education Offices or Catholic School Agencies. Complaints need to be made to the Catholic School Agency that administers the school you want to complain about. See Catholic Schools NSW for a list of Catholic School Agencies in NSW.
For complaints about investigations into allegations of a child protection nature, see Make a complaint online on the NSW Ombudsman website.
See, Approval of school providers to deliver courses to overseas students on the NSW Education Standards Authority website.
For overseas student complaints, see Overseas Students on the Commonwealth Ombudsman website. |
Financial and insurance services
This category deals with financial and insurance service providers, and services related to money and debt.
Health care providers
This category deals with complaints about behaviour and standards of care from health practitioners and facilities.
If your complaint is about an issue related to privacy, see Privacy complaints on the Office of the Australian Information Commissioner website.
Legal services
This category deals with complaints about behaviour, standards of service and costs in relation to legal services. See the Dealing with your lawyer section of this website for more information.
Barristers
| See Complaints on the Office of the Legal Services Commissioner (OLSC) website.
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Conveyancers | Complaints can be made directly to the Conveyancer. If you are unhappy with the outcome of your complaint, you can make a further complaint to NSW Fair Trading. For more information, see Make a complaint on the NSW Fair Trading website.
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Community Legal Centre | See Complaints on the Office of the Legal Services Commissioner (OLSC) website.
See Raise a concern on the Australian Charities and Not-for-profits Commission website.
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Justices of the Peace (JPs) | Complaints can be made to the Department of Communities and Justice. For more information, see Submit feedback about a JP on the Department of Communities and Justice website. The Department’s decision about your complaint will be final. However, if you are unhappy with how the Department has handled your complaint, you can make a complaint to the NSW Ombudsman. |
Lawyers | See Complaints on the Office of the Legal Services Commissioner (OLSC) website.
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Solicitors | See Complaints on the Office of the Legal Services Commissioner (OLSC) website.
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Media (TV, radio, online and print)
This category includes complaints about conduct on television, radio, online and in print. It also includes complaints about online and internet services, scams and SPAM.
Organisations - Religious, sporting and community organisations and groups
This category has information about complaints about charities, sporting groups, community organisations, associations and religious organisations.
Charities | See Make a complaint on the Liquor and Gaming NSW website.
See Raise a concern on the Australian Charities and Not-for-profits Commission (ACNC)
If the complaint is in relation to charitable fundraising, see Make a complaint on the NSW Fair Trading website.
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Community groups
| If community group is registered, see Raise a concern on the Australian Charities and Not-for-profits Commission (ACNC)
If the complaint is in relation to charitable fundraising or the community group is an incorporated association, see Make a complaint on the NSW Fair Trading website.
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Co-operatives | See Make a complaint on the NSW Fair Trading website. |
Incorporated associations | See Make a complaint on the NSW Fair Trading website. |
Registered clubs | Complaints can be made directly to the venue. If you are unhappy with the outcome of your complaint, you can make a further complaint to Liquor and Gaming NSW. For more information, see Make a complaint on the Liquor and Gaming NSW website. |
Religious organisations | Many religious organisations and churches have professional standards offices that take complaints.
If the organisation is registered, see Raise a concern on the Australian Charities and Not-for-profits Commission (ACNC)
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Sporting bodies | See Complaints and grievances on the NSW Office of Sport website. |
Phone and internet
This category includes complaints about phone and internet providers, as well as complaints about online scams, spam and content.
Internet Scams | See Make a consumer complaint on the Australian Competition and Consumer Commission (ACCC) website. |
Internet Content | Complaints about cyberbullying, image-based abuse and illegal and harmful content can be made to the eSafety Commissioner. For more information, see Report abuse on the eSafety Commissioner website. |
Internet SPAM (unsolicited mail) | Australian Communications and Media Authority |
Phone, mobile and internet service providers |
Complaints can be made directly to the service provider. If you are unhappy with the outcome of your complaint, you can make a further complaint to the Telecommunications Industry Ombudsman.
For more information, see Complaints on the Telecommunications Industry Ombudsman website.
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Privacy
This category provides details about making complaints relating to breach of privacy, and accessing your own information.
Privacy | See Privacy complaints on the Office of the Australian Information Commissioner website.
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Service providers and businesses
This category includes complaints about businesses in general, as well as complaints about specific types of businesses.
Transport
This category has information about complaints relating to public transport, as well as other transport related service providers.
Utilities (water, gas and electricity)
This category has information about complaints relating to energy and water bills or service problems.
Electricity providers (e.g. Origin, AGL, Energy Australia) |
Complaints can be made directly to the electricity provider. If you are unhappy with the outcome of your complaint, you can make a further complaint to the Energy and Water Ombudsman.
For more information, see Making a complaint on the Energy and Water Ombudsman NSW (EWON) website.
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Gas providers (e.g. AGL, Origin, Country Energy) | Complaints can be made directly to the gas provider. If you are unhappy with the outcome of your complaint, you can make a further complaint to the Energy and Water Ombudsman. For more information, see Making a complaint on the Energy and Water Ombudsman NSW (EWON) website.
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Water providers (e.g. Sydney Water, Essential Water) | Complaints can be made directly to the water provider. If you are unhappy with the outcome of your complaint, you can make a further complaint to the Energy and Water Ombudsman.
For more information, see Making a complaint on the Energy and Water Ombudsman NSW (EWON) website.
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Security industry
This category provides details about complaints relating to the security industry.
Complaints involving legal issues
Sometimes a complaint can involve a legal issue, for example:
- negligence, injury, discrimination or a breach of human rights, or
- a breach of the law, for example, a breach of consumer laws.
How you can respond will depend on the type of legal issue you are dealing with.
You may be able to:
- make a complaint to a complaint body
- commence legal action
- apply for a review
- appeal a decision.
You should get legal advice about your problem, including what action you can take.
Time limits apply to commence legal action, apply for a review of or appeal.
For more information, see Complaint bodies.