Principles of complaints management
The whole of government complaints management policy is based on the principles of respect, fairness and access to assistance.
Respect
You are entitled to:
- complain when you are unsatisfied with a service or product provided by a state government agency;
- have your complaint taken seriously; and
- be treated with courtesy and respect.
When you make a complaint:
- treat all staff with courtesy and respect;
- give a full and accurate explanation of events to do with your complaint;
- provide the agency with as much information about your complaint as possible, as quickly as possible; and
- keep appointments and meetings about the complaint, and if it is not possible, let the relevant person know.
Fairness
The complaints process must be fair. This means that:
- both parties in a complaint are entitled to be listened to and have their views taken into account;
- the person being complained about must know all the claims that are made against them and have the opportunity to put their case;
- all information relevant to the case must be taken into account; and
- the decision-maker must be fair and unbiased.
Assistance
Assistance is available to help you lodge a complaint. Ask the agency for assistance, which could include arranging for a professional interpreter in the language you are most comfortable with or help with filling in a form. State Government agencies are required to provide interpreters, including Auslan interpreters.
Click here for contact details of community organisations that can provide information and assistance if you want to make a complaint about a government agency.
Click here if you need information about making a complaint in languages other than English.
Timing
Agencies have time frames for dealing with complaints. When you make a complaint, you should be told how long the process is likely to take.