Some tips for making a complaint - NSW Ombudsman

Some tips for makinga complaintWhat to do if you want to make a complaintSome tips for making a complaint 1

Some tips for making a complaintYou should make a complaint directly tothe agency, providing them the opportunityto address your concerns. Most agencieshave a process to manage complaints.Your contact may bring a broader problemto the attention of the agency, whichmay result in changes to their policies orprocedures that will benefit other membersof the community.Websites are a great source of information.An agencies website will usually have theaddress of who to write to and how tomake a complaint about their service.We believe that complaintsare one of the best sourcesof feedback on how anagency is performing.This is why we encourageand help agencies to haveeffective complaint handlingsystems so that they canbetter handle complaintsabout themselves and usethe feedback to improve theway they do things.Note: For the purpose of this brochureorganisations are referred to as agencies.A letter is best, but a phone callmay resolve the matter quicklyA written letter of complaint is best,particularly if you are dealing with a largeagency. When a letter is received, it isdirected to the right area or person.However, an initial phone call may helpclarify some of the issues, or may helpyou understand the agencies complainthandling procedure. For example, somecomplaints may require a special form or astatutory declaration. Phoning is also betterif dealing with a telephone service supplier.When making contact by phone, it is bestto talk to the person who deals with yourtype of complaint, as the matter could beresolved immediately. Tell them about yourcomplaint, ask them if they can help andwhat they intend to do. Always ask for theirname and position, keep notes of whatwas said, as well as the time and date ofyour phone call.Phone complaints can be frustrating. Youare not always able to speak to the persondirectly responsible and calls don’t getreturned. If nothing happens, it is thendifficult to prove that you complained inthe first place. If there is any doubt aboutwhether your concerns have been properlyaddressed, write a letter. Even if you aresatisfied, it may be best to confirm yourunderstanding of your phone conversationin writing.2 NSW Ombudsman

What to include in your letterSummarise in a couple ofsentences exactly what yourcomplaint is. Your letter shouldbe clear and to the point, set outin a logical order and include:1. Print your name clearly atthe end of the letter andsign. If you cannot signyour name, another personcan sign on your behalf.2. Make sure your addressand contact detailsare clearly written.3.4.Ensure the name of theagency is in the address.Always put the dateon your letter.5. Identify what the complaintis about at the start of theletter eg. Complaint about(name of agency and issue).6. State clearly what yourcomplaint is about –include relevant datesand times, description ofincidents, any explanationsyou think important.7.Include any evidence thereis to support your claim.8. If police officers areinvolved, provide the IDnumber of the officers.9. If you have complained toanother agency or taken anyother action (include details).10. Say what you think should bedone about your complaint.11. Give a date by which youexpect to get a reply inwriting (be realistic).12. Attach copies of all relevantdocuments eg. medicalevidence, photographs etc.Some tips for making a complaint 3

Address your letter to the personresponsibleAddress your complaint to the person atthe agency who is responsible for the areathat you are having trouble with, or to thecomplaint handling officer (if there is one).If you are unable to identify these people,write to the head of the agency. Make itclear in your letter that you consider themresponsible for the problem and that theymust address your concerns. Your lettershould be firm but polite.Complaining onlineMany agencies now have an onlinecomplaint form on their website. Someof these forms include information thatmay assist in directing you to the correctagency to deal with your complaint, andmay also provide contact details or links tothat agency.Tell them what you needTell the agency what action you wantto happen for your complaint to beresolved. Be polite and respectful, try andseparate your feelings from the issue.Communicating in an angry way couldcause offence or defensiveness, and mayget in the way of good outcomes, ratherthan properly address your concerns.Make sure your demands are notunreasonable. If your request is realisticand within the power of the person you arewriting to, you are more likely to resolveyour complaint.You can also ask for details of how theyhandle complaints, which might help.Ask for actionAlways request that your letter or phonecall be acknowledged in writing. Ask theagency for an estimate of how long it willtake to deal with your complaint. If thereis a degree of urgency involved, let themknow and explain why.Tell them what you will do if thecomplaint is not resolvedIt may be appropriate to tell the personor agency that if the complaint is notresolved, you will complain to someoneelse. This may be someone higher in theagency or an outside body like your localMember of Parliament, the responsibleMinister, the Ombudsman or anothercomplaint handling or appeal body.4 NSW Ombudsman

Keep recordsIt is important that you keep copies of allletters you send and receive as well asdetails of all phone calls. You may need toprovide evidence of your dealings with theagency, particularly if you decide to referthe matter to another agency.Be persistentIf nothing happens, phone the agency tocheck on the progress of your complaint.If they are not able to provide you withan update, write again. Make it clear tothe person you speak or write to thatthe problem will not go away unless it isresolved.What to do if unsuccessfulIf your complaint is not properly resolved,or is not dealt with in a reasonable time,you may want to take it to another agency.The following pages set out the namesand addresses of various agencies thatdeal with complaints. For your ease, wehave grouped these agencies according toindustry or subject matter.Contacts listDiscrimination, disabilityor harassment........................................ 6Employment............................................ 7Energy and Water................................... 8Freedom of Information.......................... 9Financial................................................. 9Government departments..................... 10Health................................................... 11Legal.................................................... 12Media................................................... 13Police................................................... 14Privacy................................................. 14Real estate agentsor landlords and builders...................... 15Telecommunications ............................ 15Some tips for making a complaint 5

Discrimination, disabilityor harassmentAnti-Discrimination BoardLevel 4, 175 Castlereagh StreetSYDNEY NSW 2000Phone: (02) 9268 5555Toll free: 1800 670 812TTY: (02) 9268 5522Fax: (02) 9268 5500Web:www.lawlink.nsw.gov.au/adbAustralian Human RightsCommissionLevel 8, 133 Castlereagh StreetSYDNEY NSW 2000GPO Box 5218SYDNEY NSW 2001Phone: (02) 9284 96001300 369 711 switch1300 656 419 complaintsTTY: 1800 620 241Fax: (02) 9284 9611Web: www.hreoc.gov.auEmail: complaintsinfo@humanrights.gov.auAustralian National DisabilityAbuse and Neglect HotlineReporting or complaining about abuseor neglect of a person with a disability athome, in the community, or in any location.Locked Bag 2705STRAWBERRY HILLS NSW 2012Toll free: 1800 880 052TTY: 1800 301 130NRS: 1800 555 677TIS: 131 450Web:www.disabilityhotline.orgComplaints Resolution andReferral Service (CRRS)Australian Government-funded disabilityemployment and advocacy services.Locked Bag 2705STRAWBERRY HILLS NSW 2012Phone: (02) 9370 3174Free call: 1800 880 052TTY: 1800 301 130NRS: 1800 555 677Fax: (02) 9318 1372Web:Email:www.crrs.org.aucrrs@pwd.org.au6 NSW Ombudsman

EmploymentIntellectual Disability RightsServiceCommunity legal centre specialising inlegal and rights issues.2C/199 Regent StreetREDFERN NSW 2016PO Box 3347Redfern NSW 2016Phone: (02) 9318 0144Free call: 1800 666 611Helpline: 1300 665 908Fax: (02) 9318 2887Web:Email:www.idrs.org.auinfo@idrs.org.auPeople with Disability AustraliaIncorporatedTo make a complaint about their rightsbeing infringed.52 Pitt StreetREDFERN NSW 2016PO Box 666Strawberry Hills NSW 2012Phone: (02) 9370 3100Toll free: 1800 422 015TTY: (02) 9318 21381800 422 016Fax: (02) 9318 1372Web:Email:www.pwd.org.aupwd@pwd.org.auGovernment and RelatedEmployees Appeal TribunalHears and determines appeals againstdecisions relating to the disciplineand promotion of NSW public sectoremployees.47 Bridge StreetSydney NSW 2000Phone: (02) 9020 4750Fax: (02) 9020 4790Web: www.great.greattab.nsw.gov.auNSW Industrial RelationsMcKell Building2–24 Rawson PlaceSYDNEY NSW 2000Phone: 131 628TTY: 1800 555 677Fax: (02) 9020 4700Web: www.industrialrelations.nsw.gov.auTransport Appeal BoardsFor promotion and disciplinary mattersfor public sector transport authoritiesemployees.See Government and Related EmployeesAppeal Tribunal.Some tips for making a complaint 7

Energy and WaterWorkCover NSWFor occupational health and safety,workers compensation and rehabilitationinformation.92–100 Donnison StreetGOSFORD NSW 2250Locked Bag 2906LISAROW NSW 2252Phone: (02) 4321 5000InfoCentre: 131 050Fax: (02) 4325 4145Web:Email:www.workcover.nsw.gov.aucomplimentsandcomplaints@workcover.nsw.gov.auEnergy and Water OmbudsmanLevel 10, 323 Castlereagh StreetSYDNEY NSW 2000Reply Paid K1343HAYMARKET NSW 1239Free call: 1800 246 545NRS: 133 677TIS: 131 450Free fax: 1800 812 291Web:Email:www.ewon.com.auomb@ewon.com.au8 NSW Ombudsman

Freedom of InformationFinancialYour complaint should be made to the FOIOfficer at the authority concerned.Administrative Decisions TribunalReviews administrative decisionsregarding FOI, adoption, community anddisability services, hearing complaints ofdiscrimination, vilification, harassment andvictimisation, certain types of professionalmisconduct cases against solicitors orbarristers and retail lease claims.Level 15, 111 Elizabeth StreetSYDNEY NSW 2000DX 1523 SydneyPhone: (02) 9223 4677TTY: (02) 9235 2674Fax: (02) 9233 3283Web:Email:www.lawlink.nsw.gov.au/adtag_adt@agd.nsw.gov.auFinancial Ombudsman Service(FOS)FOS’s independent dispute resolutionprocesses covers financial servicesdisputes including banking, credit, loans,general insurance, life insurance, financialplanning, investments, stock broking,managed funds and pooled superannuationtrusts.GPO Box 3MELBOURNE VIC 3001Phone: (03) 9613 7366Toll free: 1300 780 808Fax: (03) 9613 6399Web:Email:www.fos.org.auinfo@fos.org.auCommonwealth OmbudsmanSee Government departments.NSW OmbudsmanSee back of brochure.Some tips for making a complaint 9

Government departmentsCommonwealth OmbudsmanLevel 7, North Wing, Sydney Central477 Pitt StreetSYDNEY NSW 2000GPO Box K825HAYMARKET NSW 1240Toll free: 1300 362 072Fax: (02) 9211 4402Web: www.ombudsman.gov.auEmail: ombudsman@ombudsman.gov.auLocal GovernmentLevel 2, 5 O’Keefe AvenueNOWRA NSW 2541Locked Bag 3015NOWRA NSW 2541Phone: (02) 4428 4100TTY: (02) 4428 4209Fax: (02) 4428 4199Web:Email:www.dlg.nsw.gov.audlg@dlg.nsw.gov.auCommunity Services4–6 Cavill AvenueASHFIELD NSW 2131Locked Bag 4028ASHFIELD NSW 2131Phone: (02) 9716 2222Free call: 1800 000 164Help line: 132 111Fax: (02) 9717 2999Web:www.community.nsw.gov.auIndependent Commission AgainstCorruptionLevel 21, 133 Castlereagh StreetSYDNEY NSW 2000GPO Box 500SYDNEY NSW 2001Phone: (02) 8281 5999Toll free: 1800 463 909TTY: (02) 8281 5773Fax: (02) 9264 5364Web:Email:www.icac.nsw.gov.auicac@icac.nsw.gov.au10 NSW Ombudsman

HealthNSW Commission for Children andYoung PeopleLooks after the interests of childrenand young people in NSW. Coordinatesemployment screening for child relatedemployment.Level 2, 407 Elizabeth StreetSURRY HILLS NSW 2010Phone: (02) 9286 7276TTY: (02) 9286 7286Fax: (02) 9286 7267Web:Email:www.kids.nsw.gov.aukids@kids.nsw.gov.auNSW OmbudsmanSee back of brochure.Members of ParliamentYour Federal Memberof ParliamentSee Commonwealth Parliamentary Officesin the telephone directory.Web:www.aph.gov.auYour State Member of ParliamentSee Parliament of NSW in the telephonedirectory.Web:www.parliament.nsw.gov.auHealth Care ComplaintsCommissionDoctors, other health care providers,hospitals or health services.Level 13, 323 Castlereagh StreetSYDNEY NSW 2000Locked Bag 18STRAWBERRY HILLS NSW 2012DX 11617 Sydney DowntownPhone: (02) 9219 7444Toll free: 1800 043 159TTY: (02) 9219 7555Fax: (02) 9281 4585Web:Email:www.hccc.nsw.gov.auhccc@hccc.nsw.gov.auPrivate Health InsuranceOmbudsmanLevel 7, 362 Kent StreetSYDNEY NSW 2000Phone: (02) 8235 8777Free call: 1800 640 695NRS: 132 544TIS: 131 450Fax: (02) 8235 8778Web:Emailwww.phio.org.auinfo@phio.org.auSome tips for making a complaint 11

LegalLawyers and SolicitorsOffice of the Legal ServicesCommissionerPhone the inquiry line for advice beforesubmitting a written complaint.Level 9, 75 Castlereagh StreetSYDNEY NSW 2000GPO Box 4460SYDNEY NSW 2001DX 359 SydneyPhone: (02) 9377 1800Free call: 1800 242 958TTY: (02) 9377 1855Fax: (02) 9377 1888Web:Email:www.lawlink.nsw.gov.au/olscolsc@agd.nsw.gov.auState Court Judges, Magistratesor Judicial OfficersJudicial Commission of NSWLevel 5, 301 George StreetSYDNEY NSW 2000GPO Box 3634SYDNEY NSW 2001DX 886 SydneyPhone: (02) 9299 4421Fax: (02) 9290 3194Web:Email:www.judcom.nsw.gov.aujudcom@judcom.nsw.gov.au12 NSW Ombudsman

MediaPrint MediaAustralian Press CouncilFor articles or editorial in the print media.Suite 10.02117 York StreetSYDNEY NSW 2000Phone: (02) 9261 1930Toll free: 1800 025 712Fax: (02) 9267 6826Web: www.presscouncil.org.auEmail: info@presscouncil.org.aucomplaints@presscouncil.org.auTelevision and RadioAustralian Communications andMedia AuthorityFor unresolved complaints and breaches ofthe Broadcasting Services Act 1992.Level 15, Tower 1, Darling park201 Sussex StreetSYDNEY NSW 2000PO Box Q500Queen Victoria BuildingNSW 1230Phone: (02) 9334 7700Toll free: 1800 226 667Fax: (02) 9334 7799Web:www.acma.gov.auABC Audience and ConsumerAffairsFor ABC television or radio.GPO Box 9994SYDNEY NSW 2001Phone: 139 994TTY: 1800 627 854Web:www.abc.net.auIndependent Complaints ReviewPanelFor complaints related to serious bias, lackof balance or unfair treatment in an ABCbroadcast.GPO Box 688SYDNEY NSW 1585Web:www.abc.net.auSpecial Broadcasting ServiceFor SBS television or radio.14 Herbert StreetARTARMON NSW 2064Locked Bag 028CROWS NEST NSW 1585Toll free: 1800 500 727Web:Email:www.sbs.com.aucomments@sbs.com.auSome tips for making a complaint 13

PolicePrivacyCommonwealth OmbudsmanFor complaints about Federal Police.See Government departments.NSW OmbudsmanSee back of brochure.Police Integrity CommissionFor complaints about serious policecorruption and misconduct.Level 3, 111 Elizabeth StreetSYDNEY NSW 2000GPO Box 3880SYDNEY NSW 2001Phone: (02) 9321 6700Free call: 1800 657 079Fax: (02) 9321 6799Web:Email:www.pic.nsw.gov.aucontactus@pic.nsw.gov.auFederal Privacy CommissionerGPO Box 5218SYDNEY NSW 2001Phone: 1300 363 992TTY: 1800 620 241Fax: (02) 9284 9666Web:Email:Privacy NSWwww.privacy.gov.auprivacy@privacy.gov.au160 Marsden StreetPARRAMATTA NSW 2150Locked Bag 5111PARRAMATTA NSW 2124Phone: (02) 8688 8585Fax: (02) 8688 9660Web: www.lawlink.nsw.gov.au/privacynswEmail: privacy_nsw@agd.nsw.gov.au14 NSW Ombudsman

Real estate agents orlandlords and buildersNSW Fair Trading1 Fitzwilliam StreetPARRAMATTA NSW 2150PO Box 972PARRAMATTA NSW 2150Phone: (02) 9895 0111Enquiries: 133 220TTY: 1300 723 404Fax: (02) 9895 0222Web: www.fairtrading.nsw.gov.auEmail: enquiry@oft.commerce.nsw.gov.auAdvisory centres at Albury, Armidale,Blacktown, Bathurst, Broken Hill,Coffs Harbour, Dubbo, Gosford, Goulburn,Grafton, Hurstville, Lismore, Liverpool,Newcastle, Orange, Parramatta, Penrith,Port Macquarie, Queanbeyan, Tamworth,Tweed Heads, Wagga Wagga andWollongong.TelecommunicationsTelecommunications IndustryOmbudsmanPO Box 276Collins Street WestMELBOURNE VIC 8007Phone: (03) 8600 8700Free call: 1800 062 058TTY: 1800 675 692NRS: 1800 555 677TIS: 131 450Free fax: 1800 630 614Web:Email:www.tio.com.autio@tio.com.auSome tips for making a complaint 15

Contact detailsLevel 24, 580 George StreetSydney NSW 2000If you wish to visit us, we prefer you make an appointment.Please call us first to ensure your complaint is within ourjurisdiction and our staff are available to see you.Our business hours are:Monday to Friday, 9am–5pm(Inquiries section closes at 4pm)Telephone Interpreter Service (TIS): 131 450We can arrange an interpreter through TISor you can contact TIS yourself before speaking to us.General inquiries: 02 9286 1000Toll free (outside Sydney metro): 1800 451 524Tel. typewriter (TTY): 02 9264 8050Facsimile: 02 9283 2911Email: nswombo@ombo.nsw.gov.auWeb: www.ombo.nsw.gov.auFeedback is welcome. ISBN 978-1-921132-55-1 03/2010© Crown Copyright, NSW Ombudsman, March 2010This work is copyright, however material from this publication may be copied and published by State orFederal Government Agencies without permission of the Ombudsman on the condition that the meaningof the material is not altered and the NSW Ombudsman is acknowledged as the source of the material. Anyother persons or bodies wishing to use material must seek permission.16 NSW Ombudsman