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Complaints

complaintsWe want to make it easy for you to tell us how well we've delivered on our services to you. We would like to know if we could have done better.

Making a complaint

If you want to make a complaint about our service, you can:

  • telephone our Customer Relations line: FreeCALL™ 1800 050 004
  • telephone the TTY Customer Relations service: FreeCALL™ 1800 000 567 if you are deaf or have a hearing or speech impediment
  • complete a 'Tell Us What You Think' Comment Card (available in different languages)
  • speak to a Centrelink Customer Service Advisor at any of our Customer Service Centres
  • use our website to send a secure message online, or
  • write to us (no postage stamp required) at

    Manager
    Centrelink Customer Relations
    Reply Paid 7788
    Canberra Business Centre   ACT   2610

You can choose to provide feedback to Centrelink anonymously.

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What we ask from you

We understand that if you are unhappy or confused about a Centrelink service, you will want to tell us how you feel and have us fix the problem. To help us respond quickly and effectively to your complaint, we ask you to:

  • give us as much specific detail about your situation as you can. You should include details of any letters that you have sent or received from us and the details of your recollection of any phone calls or other discussions you have had with Centrelink staff about the problem you want fixed
  • tell us what you want us to do to fix the problem
  • tell us if you need help to lodge your complaint or provide other feedback, including an interpreter or someone authorised to enquire on your behalf.

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complaints

How we handle your complaint or other feedback

We will always respond to your complaint, suggestion or compliment.

If you have a complaint, we will respond as quickly as possible. If you telephone the Customer Relations line on FreeCALL™ 1800 050 004, we aim to fix your problem when we take your call, wherever possible.

We will let you know if we can resolve the matter the same day, or whether we need more time to investigate and resolve your complaint. Sometimes this may mean we have to speak to someone in a Customer Service Centre who is handling your matter. If the matter is complex, we may take up to five working days to give you an answer. In these cases, we will inform you of the progress of your complaint.

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If a complaint cannot be resolved

Where we are unable to resolve a complaint to your satisfaction, we will explain why and let you know what other options you have. These options may include:

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Our assurance to you

We make sure your privacy is respected in line with the provisions of the Privacy Act 1988. The confidentiality provisions of other relevant legislation, including the Social Security Act 1991 also guarantee protection of your personal information.

We assure you that we do not discriminate against or otherwise disadvantage (including loss of entitlement to payments) anyone who lodges a complaint or provides other feedback. If you think you may have been disadvantaged as a result of feedback you have given us, please let us know.

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Related information

For more information, you can:

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