Complaints about other services

If you have concerns about the other services we provide, we encourage you to speak to the staff member concerned first. They will discuss your concerns and seek to address them, or if this is not possible, provide you with an explanation. If you feel further action is needed, you may wish to speak to the relevant manager or you can make a complaint.

All complaints are recorded, acknowledged and investigated. Where appropriate, we will try to resolve the complaint and will take action to improve our service delivery and prevent reoccurrence.

How do I make a complaint?

Let us know that you wish to make a complaint. In the first instance, contact the staff member who provided the service or ask to talk to the relevant manager.

We will ask you to give us information about:

  • What happened and when;
  • Who was involved; and
  • The solution you are seeking.

You can also write to or email us to make a complaint at the contact details shown on the Contact Us page.

What will happen to my complaint?

We aim to acknowledge your complaint within five working days. We will examine the issues you raise and will inform you of the outcome. If appropriate, we will try to find a remedy that satisfies you or, if this is not possible, provide you wil an explanation.

If you are still not satisfied, you can ask that your complaint be referred to the Ombudsman.

Tips to help you with your complaint

  • Act quickly: Tell us as soon as possible. The longer you wait, the harder it can be to remember details or find a solution.
  • Make it clear: Details about dates, descriptions of incidents, phone calls, letters or meetings are helpful.
  • Remember names: Try to remember the name of the officer who provided the service. This information can save time and help with finding an effective solution.