how to make a client complaint
If you wish to make a complaint, you need to do the following:
- first, talk to the staff member you know best. If you prefer, you can also talk or write to their supervisor. Together, we'll do all we can to solve your problem quickly and efficiently
- if this doesn’t work, you can make a complaint.
phone
Simply call FREECALL 1800 000 164 to talk direct with one of our Complaints Officers. Should you need an interpreter, please contact the Translating and Interpreting Service (TIS) on 131450 and ask to be connected to our number.
fax
OR: print and complete the complaint form and fax it to 02 9716 2987.
OR: print and complete the complaint form and post it to:
Reply Paid 1113
Complaints Manager
Department of Community Services
Locked Bag 4028
Ashfield NSW 2131
For most complaints, a decision will be made within 20 days. Serious and complex cases may take longer, although we will update you during this time.
what if I’m still not happy with the decision?
You have every right to take your complaint to the NSW Ombudsman’s Office. The Ombudsman is an independent body that reviews allegations of unreasonable conduct by the Department of Community Services.
The contact details are:
NSW Ombudsman
Community Services Division
Level 24, 580 George Street
Sydney 2000ph: 02 9286 1000
Toll free (outside Sydney metro) 1800 451 524
TTY: 9264 8050
nswombo@ombo.nsw.gov.au
Some decisions are made under Acts of Parliament. Should your decision fall into this category and you wish to appeal, please contact the Community Services Appeals Tribunal:
The Registrar
Administrative Decisions Tribunal
Level 15, St. James Centre
111 Elizabeth Street
Sydney NSW 2000
ph: 02 9223 4677