How to lodge a complaint

What to include in your complaint

You should provide detailed information about the nature of your complaint to enable us to properly investigate your concerns.

You should provide your preferred method of contact to enable us to respond to you promptly.

You should provide any appropriate reference number/s (if you have one) so that we can identify the matter to which your complaint relates.

If you would prefer that some of your contact details are not recorded or are not made available to a person in AFSA, you should tell us.

Complaints process

Once received by AFSA, the details of your complaint will be recorded in our internal complaints handling system. If we can resolve your complaint immediately, we will do so. If we are unable to resolve your complaint immediately, we will refer it to the appropriate person within AFSA.

If your complaint is made in writing, we will acknowledge receipt of your complaint within 24 hours. We try to respond to complaints by phone; however, written responses will be provided when appropriate.

If we cannot assist you, we will tell you about other avenues available to help resolve your complaint.

Timeframes

Ordinarily, we aim to finalise complaints within 14 days of receipt. Those complaints which are complicated may not be able to be finalised within this timeframe, however, you will be kept informed of the progress of your complaint.

If you remain dissatisfied

If you remain dissatisfied with AFSA’s handling of your complaint, you may wish to contact the Commonwealth Ombudsman on 1300 362 072.

Further information can be found at Commonwealth Ombudsman.