​ሕግንና ደንብን በተመለከተ እርዳታ ማግኘት ይፈልጋሉን? - Amharic | هل تحتاج لمساعدة قانونية؟ - Arabic | ܤܢܝܼܩܵܐ ܝ݇ܘ̤ܬ ܠܗܲܝܵܪܬܵܐ ܩܵܢܘܿܢܵܝܬܵܐ؟ - Assyrian | Need Legal Help? - Auslan | Treba li vam pravna pomoc? - Bosnian | Burmese â Need Legal Help? | 需要法律帮助吗？ - Chinese Simplified | 需要法律幫助嗎？ - Chinese Traditional | Trebate li pravnu pomoć? - Croatian | ضرورت به کمک قانونی دارید؟ - Dari | Wïc Kuɔɔny në Wɛ̈t Löŋ? - Dinka | آیا به کمک حقوقی نیاز دارید؟ - Farsi | Gadreva na Veivuke Vakalawa? - Fijian | Kailangan ninyo ba ng tulong na panglegal? - Filipino | Besoin d’aide juridique ? - French | Χρειάζεστε βοήθεια σε νομικά ζητήματα - Greek | क्या आपको कानूनी सलाह चाहिए? - Hindi | Butuhkan Bantuan dalam Masalah Hukum? - Indonesian | Hai bisogno di assistenza legale? - Italian | ត្រូវការជំនួយលើបញ្ហាផ្លូវច្បាប់ឬទេ? - Khmer | 법적인 도움이 필요하십니까? - Korean | Ви треба ли помош со правни работи? - Macedonian | कानूनी सहयोग चाहिएको छ? - Nepalese | Necessita de ajuda com questões jurídicas? - Portuguese | Вам нужна юридическая помощь? - Russian | E Manaomia Fesoasoani i Mea Tau Tulafono? - Samoan | а ли вам треба помоћ у правним питањима? - Serbian | Ma u baahan tahay Caawimmad xagga sharciga ah?- Somali | ¿Necesita ayuda con cuestiones jurídicas? - Spanish | சட்ட உதவி தேவையா? - Tamil | ท่านต้องการความช่วยเหลือทางด้านกฎหมายไหม? - Thai | Fiema’u ha tokoni Fakalao? - Tongan | Yasal Danışmaya İhtiyacınız mı var? - Turkish | Cần Được Giúp Đỡ Về Luật Pháp? - Vietnamese |
LawAccess NSW > Representing Yourself > Legal skills > Making a complaint

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In this section

Government agencies​

    ​​Government complaint bodies

    If you have a complaint about a government agency, it is often a good idea to raise your concerns with the agency directly. This may help to resolve the problem early and avoid legal action. You could write to them, send an email or call them. In some cases they may even have a complaints section you could contact.

    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.

    Alert icon If your complaint involves a legal issue, and the agency is offering compensation to settle the matter, you should get legal advice before entering into any agreement.

    Below is a directory of complaint bodies that may assist in certain circumstances:

    ​Government agency (or government funded agency) Who to make a complaint to

    Aged care facility

    Complaints can be made to the Aged Care Quality and Safety Commission.

    For more information, see Making a complaint on the Aged Care Quality and Safety Commission website. 

    Ambulance Service

    Complaints can be made to the Complaints team.

    For more information, see Complaints on the NSW Ambulance website.

    Complaints about NSW health service providers can be made to the Health Care Complaints Commission.

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

    ​Australia Post

    ​Complaints can be made directly to Australia Post.

    For more information, see Complaints and feedback on the Australia Post website.

    If you are unhappy with the outcome of your complaint, you can make a further complaint to the Commonwealth Ombudsman.

    For more information, see Complaint Form on the Commonwealth Ombudsman website.

    You can also make a further complaint to the Australian Financial Complaints Authority (AFCA).

    For more information see, Make a complaint on the AFCA website.

    Centrelink

    Complaints can be made directly to Services Australia.

    For more information, see Complaints and feedback on the Services Australia website.

    If you are unhappy with the outcome of your complaint, you can make a further complaint to the Commonwealth Ombudsman.

    For more information, see Services Australia on the Commonwealth Ombudsman website.

    Child Support Agency

    Complaints can be made to Services Australia.

    For more information, see Complaints and feedback on the Services Australia website.

    If you are unhappy with the outcome of your complaint, you can make a further complaint to the Commonwealth Ombudsman.

    For more information, see Complaint Form on the Commonwealth Ombudsman website.

    Corrective Services

    Complaints can be made directly to Corrective Services.

    For more information, see Feedback and complaints on the Corrective Services NSW website.

    If you are unhappy with the outcome of your complaint, you can make a further complaint to the NSW Ombudsman.

    For more information, see Complaints on the NSW Ombudsman website. 

    Hospitals

    (Public and Private)

    Complaints can be made directly to the hospital.

    If you are unhappy with the outcome of your complaint, you can make a further complaint to the Health Care Complaints Commissions.

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

    You can also make a further complaint to the NSW Ombudsman.

    For more information, see Complaints on the NSW Ombudsman website.

    Housing NSW

    Complaints can be made to the Department of Communities and Justice.

    For more information, see Complaints and feedback on the Department of Communities and Justice website.

    If you are unhappy with the outcome of your complaint, you can make a further complaint to the NSW Ombudsman.

    For more information, see Complaints on the NSW Ombudsman website.

    Immigration

    ​Complaints can be made to the Department of Home Affairs.

    For more information, see Compliments, complaints and suggestions on the Department of Home Affairs website.

    If you are unhappy with the outcome of your complaint, you can make a further complaint to the Commonwealth Ombudsman.

    For more information, see Complaint Form on the Commonwealth Ombudsman website.

    ​Justice and Community Services

    General










    Out of home care


    Complaints can be made to the Department of Justice and Community Service.

    For more information, see Complaints and feedback on the Department of Communities and Justice website.

    If you are unhappy with the outcome of your complaint, you can make a further complaint to the NSW Ombudsman.

    For more information, see Complaints about community services on the NSW Ombudsman website.


    Complaints can be made to:

    • Manager Casework, Manager Client Services, or
    • DCJ Enquiry, Feedback and Complaints Unit.

    For more information, see Complaints and feedback on the Department of Communities and Justice website.

    If you are unhappy with the outcome of your complaint, you can make a further complaint to the NSW Ombudsman. This includes non-government organisations that provide out of home care services.

    For more information, see Complaints about community services on the NSW Ombudsman website.

    Legal Aid NSW

    Complaints can be made directly to Legal Aid NSW.

    For more information, see Feedback and complaints on the Legal Aid NSW website.

    If you are unhappy with the outcome of your complaint, you can make a further complaint to the NSW Ombudsman.

    For more information, see Complaints on the NSW Ombudsman website.

    ​Local Councils

    Complaints can be made directly to the Local Council.

    For more information, see Resolving a problem with your council on the Office of Local Government website.

    If you are unhappy with the outcome of your complaint, you can make a further complaint to the NSW Ombudsman.

    For more information, see Complaints on the NSW Ombudsman website.

    Neighbourhood Centres

    Contact the relevant Neighbourhood Centre to make a complaint.

    ​NSW Office of the Director of Public Prosecutions

    See Complaints, feedback and suggestions​ on The Office of the Director of Public Prosecutions NSW website.

    Complaints can be made:

    • by calling or emailing the officer handling the case
    • by letter to the responsible officer, their manager, senior manager, or the Director of Public Prosecutions
    • by filling out a Complaint and Feedback Form available on their website and sending it to complaints@odpp.nsw.gov.au.

    ​Office of the Children’s Guardian

    ​Complaints can be made to the Office of the Children’s Guardian.

    For more information, see Complaints on the Office of the Children’s Guardian website.

    Police

    NSW Police

    For complaints of serious misconduct or serious maladministration, or a review of a complaint investigated by the Police, see Submit a complaint on the Law Enforcement Conduct Commission.

    For other complaints about the Police, contact the relevant Police station or see How to lodge a complaint on the NSW Police Force website.

    Federal Police

    Complaints relating to minor issues, such as discourtesy, minor misconduct and underperformance, can be made to the Australian Federal Police.

    Complaints relating to serious misconduct can be made to Professional Standards.

    For more information, see Feedback and complaints on the Australian​ Federal Police​ website.

    If you are unhappy with the outcome of your complaint, you can make a further complaint to the Commonwealth Ombudsman.

    For more information, see Complaint Form on the Commonwealth Ombudsman website.

    Schools (Public only)

    Complaints can be made directly to the school.

    For more information, see Making a complaint about schools - guide for parents, carers and students on the NSW Government - Education website.

    If you are unhappy with the outcome of your complaint, you can make a further complaint to:

    • your school’s regional director, or
    • the Department of Education.

    If you are still unhappy, you can make a complaint to:

    • the NSW Ombudsman. For more information, see Complaints on the NSW Ombudsman website.
    • the Australian Human Rights Commission. For more information, see Complaints on the Australian Human Rights Commission website.
    State Government Departments

    Complaints can be made to the NSW Ombudsman.

    For more information, see Complaints on the NSW Ombudsman website.

    TAFE NSW

    Complaints can be made directly to the TAFE, see Making a complaint about schools - guide for parents, carers and students on the NSW Government - Education website.

    If you are unhappy with the outcome of your complaint, you can make a further complaint to:

    • your school’s regional director, or
    • the Department of Education.

    If you are still unhappy, you can make a complaint to the NSW Ombudsman.

    For more information, see Complaints on the NSW Ombudsman website.

    If you believe that you have not been treated fairly, you can make a complaint to the Australian Human Rights Commission.

    For more information, see Complaints on the Australian Human Rights Commission website.

    Tax Office

    Complaints can be made directly to the Australian Taxation Office.

    For more information, see Complaints on the ATO website.

    General complaints about the ATO or the Tax Practitioners Board can be made to the Inspector-General of Taxation.

    For more information, see Making a complaint - Taxation Ombudsman on the Inspector-General of Taxation website.

    Complaints about Freedom of Information or Public Interest Disclosure issues relating to the ATO can be made to the Commonwealth Ombudsman.

    For more information, see Complaint Form on the Commonwealth Ombudsman website.

    ​Transport for NSW

    ​Complaints can be made directly to Transport for NSW.

    For more information, see Contact us on the Transport for NSW website.

    If you are unhappy with the outcome of your complaint, you can make a further complaint to the NSW Ombudsman.

    For more information, see Complaints on the NSW Ombudsman website. 

    ​Privacy complaints

    This category provides details about making complaints relating to breach of privacy, and accessing or amending your own information.

    Your compl​aint is about...​Who to make a complaint to

    Privacy 

    Commonwealth agencies and organisations

    Complaints about how a Commonwealth agency or organisation has handled your personal information can be made directly to the organisation or agency.

    If you are unhappy with the outcome of your complaint, you can make a further complaint to the Officer for the Australian Information Commissioner.

    For more information, see Privacy complaints on the Office of the Australian Information Commissioner website.

    If you are still unhappy with the outcome of your complaint, you may be able to:

    • apply to the Federal Court of Australia or Federal Circuit Court of Australia
    • apply to the Administrative Appeals Tribunal
    • make a complaint to the Commonwealth Ombudsman.

    For more information, see Your complaint review rights on the Office of the Australian Information Commissioner website.

    Alert icon Before you apply for a court or tribunal for a review, you should get legal advice.

    NSW agencies and organisations

    Complaints about how a NSW agency or organisation has handled your personal information can be made to:

    • the organisation or agency, or
    • the NSW Privacy Commissioner.

    For more information, see How do I make a complaint? on the Information and Privacy Commission NSW website.

    If you are unhappy with the outcome of your complaint, you can make a further complaint to the NSW Civil and Administrative Tribunal within 28 days.

    For more information, see Privacy of personal information on the NSW Civil and Administrative Tribunal website.

    Accessing your information 

    Commonwealth agencies and organisations

    If you have made a freedom of information request (FOI) to a Commonwealth agency information and you are unhappy about the agency’s decision, you can apply to have the decision reviewed by:

    • the agency
    • the Information Commissioner.

    For more information, see Information Commissioner review on the Office of the Australian Information Commissioner website.

    If you are unhappy with the outcome of the review, you can appeal to the Administrative Appeals Tribunal within 28 days.

    NSW agencies and organisations

    If you have applied to a NSW agency to access your information and you are unhappy about the agency’s decision, you can apply to have the decision reviewed by:

    • the agency
    • the Information and Privacy Commission NSW (IPC).

    For more information, see How do I make a complaint? on the Information and Privacy Commission NSW website.

    If you are unhappy with the outcome of the review, you can apply to the NSW Civil and Administrative Tribunal for a further review. You must do this:

    • within 20 working days from the review of the IPC, or
    • within 40 working days from the review of the agency.

    For more information, see Access to government information on the NSW Civil and Administrative Tribunal website.

    ​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.

    Alert icon Time limits apply to commence legal action, apply for a review or appeal.

    For more information, see Complaint bodies.