Feedback and complaints

What is a complaint?

A complaint is an implied or expressed statement of dissatisfaction where a response from the Directorate is sought, reasonable to expect or legally required.

Making a complaint

Once received by the ACT Government, your complaint will be forwarded to the relevant business area. The ACT Government aims to acknowledge complaints within 10 business days of being received.

We will respond within the following indicative timeframes.

Complaints can be made in several ways.

Online

Access Canberra provide an online feedback service for the public. See the Access Canberra website.

Telephone

You can call the Access Canberra Contact Centre to voice your complaint over the phone by calling:

13 22 81 (AUS) for the cost of a local call
+61 13 22 81 (International) international call rates apply

8 am to 6 pm Monday to Friday and 9 am to 5 pm weekends and public holidays.

Limited service available outside of these hours.

If you require a translator or interpreter, contact us through the Translating and Interpreter Service (TIS) on 13 14 50.

If you are deaf, or have a hearing or speech impairment, contact us through the National Relay Service (NRS):

• TTY users phone 13 36 77 then ask for 13 22 81
• Speak and Listen users phone 1300 555 727 then ask for 13 22 81
• Internet relay users connect to the NRS then ask for 13 22 81.

Written

You can complain in writing by sending your correspondence to:

Senior Director, Governance
City and Environment Directorate
GPO Box 158, Canberra ACT 2601

Anonymous feedback and complaints

Any member of the public may provide feedback or complain anonymously.

When providing feedback, you may choose to:

• use your true name and contact details
• omit your name and contact details entirely or
• use a pseudonym.

At the Directorate, we keep you updated as your feedback or complaint is resolved. If you choose to engage anonymously, keep in mind we will be unable to update you on the progress of your complaint.

How we handle your personal information

The Directorate collects and stores personal information relevant to your complaint. These are stored securely and your personal information is used only to progress the resolution of your complaint or keep you updated on the status of your complaint.

Find out information about the Directorate's Information Privacy Policy and Privacy Statements.

Expectations of behaviour

The Directorate cares about its customers and is committed to receiving and responding to complaints. In doing so, staff exemplify the Directorate values when managing complaints.

The Directorate will ensure requests for reasonable adjustments in the management and communication of complaints are implemented.

Learn more about what you can expect from us in the Complaints Management Policy.

The Directorate is committed to addressing workplace violence and making our workplaces safe for everyone.

We retain the right to disengage if conduct by the person making the complaint is unreasonable, offensive, abusive and/or vexatious.

Public interest disclosure

Any member of the public, including ACT public servants, may report matters of misconduct that are in the public interest. For more information see public interest disclosure