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How to make a complaint

We want to resolve your issues and concerns related to our customer service.

If you are dissatisfied with any of our products or services, we’d like to know so that we can make your experience with us more satisfying.

How to make a complaint

Choose one of the following options to make a complaint:

To help us help you, we expects you to:

  • clearly identify the issues of complaint or ask staff for help to do this
  • give us all the available information in support of the complaint in an organised format at the time of making the complaint
  • do not provide any information that is intentionally misleading or knowingly wrong
  • cooperate with our inquiries or investigations
  • treat staff with courtesy and respect.

If you do not meet these expectations, we may set limits or conditions on handling your complaint.

What happens when you make a complaint?

We will try to resolve your complaint as quickly as possible.

However, if you are not satisfied with the initial response to the complaint, you will be given the option to progress the
issue through the formal complaint handling process.

Formal complaints can be made verbally (provided you explicitly identify the matter as a complaint, and it has not
been able to be resolved at the frontline), or in writing by email or mail.

Notification of a formal complaint may be made directly by you or by a staff member on your behalf.

You can expect your formal complaint to be resolved within three weeks. All complaints will be acknowledged and you
will be kept informed about the progress of their matter, particularly if delays occur.

Staff will treat all complaints fairly, impartially and confidentially, which is their obligation under the Code of Conduct.

You will not be subjected to any form of prejudice, lose services or be disadvantaged in any way by making a
complaint.

Reasons will be provided to you for decisions made in relation to complaints received.

Rights of review

If we are unable to resolve your complaint to your satisfaction, you may request an internal review in writing to the General Manager within one month of being advised of the result of the investigation of your original complaint.

A staff member, who has not been previously involved with the complaint, will assess the investigation process and make recommendations to determine if the original decision was appropriate or whether an alternative outcome should be preferred. This review will generally take no more than three weeks.

Further options

Director Governance and Information Requests, Department of Industry

Phone: 02 9995 0911

Address: PO Box K348 Haymarket NSW 1240

Email: complaints@industry.nsw.gov.au

NSW Ombudsman

Phone: 02 9286 1000

Toll free: 1800 451 524

Online: www.ombo.nsw.gov.au/complaints/making-a-complaint

Email: nswombo@ombo.nsw.gov.au

Fax: 02 9283 2911

NSW Civil and Administrative Tribunal

Phone: 1300 00NCAT (1300 006 228)

Web: www.ncat.nsw.gov.au

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