Complaints and feedback - tell us what you think
We value your feedback. Making a complaint, giving a compliment or offering a suggestion can help us improve our service.
If you need immediate assistance with a complaint, phone our feedback and complaints line on 1800 132 468.
Before you give us feedback
Refer to other frequently used information on our website.
Our feedback options should not be used to:
- discuss general information about payments and services
- submit a claim for a payment or card
- tell us if your circumstances have changed
- change an appointment
- self service
- get help using an Express Plus mobile app or using your online account
- work out which payment is right for you with Payment Finder
- make a general enquiry
- access help during difficult times, contact a social worker who can help by providing counselling, support and information
When to contact us with feedback
If you are not satisfied with the quality of our service, or if we haven’t met our service commitments we want to hear from you. You can talk with any of our staff, and if you’re not happy with their response you can speak to their manager. If you are still not satisfied, you can contact us through one of our feedback options.
We also want to hear from you if you have positive feedback about a service you have received, or have an idea about how we can improve our policies, programs or services. Your compliments and suggestions are always appreciated and will be passed on to the relevant team. All compliments are shared by managers with their staff.
How to make a complaint, or provide a suggestion or compliment
You can submit your complaint, suggestion or compliment online, over the phone or in writing. This includes feedback about myGov, Online services, Centrepay, Income Management and BasicsCard.
It’s fast and easy to submit feedback online. You can submit your feedback using your Centrelink, Medicare and Child Support online accounts though myGov. You can also track the progress of your submission, and we will be able to respond more directly.
You do not need a myGov or online account to submit feedback online. If you do not have an online account or a myGov account, or are a representative or nominee, you can still provide feedback online.
You can call our feedback and complaints line on 1800 132 468. Our Service Officers will make every effort to resolve your concerns as quickly as possible.
We are committed to making sure everyone has access to payments and services. If you are deaf, hard of hearing or have a speech impairment, you can use the National Relay Service - a national phone and internet service.
If you’re overseas, you can call us on one of our international phone numbers.
Write to us
Feedback or complaints can be provided to us in writing, but it may take us longer to respond. Postage is free.
Centrelink and Medicare
DHS Complaints and Feedback
Reply Paid 7788
Canberra BC ACT 2610
Child Support Complaints and Feedback
Reply Paid 9815
Melbourne, VIC 3001
If we need to contact you about your feedback, we will generally do so within 5 working days of receiving your complaint, and will resolve your complaint within 10 working days.
If we can’t resolve your complaint, we’ll explain why and let you know what other options you have.
If we call you about your complaint it will be from a private number. For privacy reasons, we will not leave a voicemail message unless you are clearly identified in your voicemail.
We may only be able to respond with general information to anonymous complaints. Providing your name and contact details will allow us to get in touch with you and help resolve the issue.
Help with self service
If you are experiencing difficulties with any of our online accounts, including Express Plus mobile apps, you can:
- read about help for online accounts
- view troubleshooting guides for Express Plus Child Support, Medicare or Centrelink
- check whether there is a scheduled outage or customer service change
For assistance with your online account or myGov call 132 307
Reviews, appeals and compensation
If you do not agree with a decision about your payments or services, you have the right to ask for a review of the decision.
Policy feedback and suggestions
We deliver a range of payments and services on behalf of the Australian Government.
Australian Government policy departments welcome suggestions from the public, and they encourage you to contribute ideas about improvements to a department's policies, programs and services.
Read more about policy department feedback and suggestions.
Your right to privacy
If you contact us via email with a complaint or enquiry, we are prevented by legislation from responding with personal information. We will only be able to respond with general information. When you provide us with your email address you are permitting us to contact you by email, and need to be satisfied with the security and privacy of your email.
Read more about how we manage your right to privacy.
Freedom of Information (FOI)
A Freedom of Information request is not needed if you want to see your own information.
If we do not resolve your complaint to your satisfaction you can contact the Commonwealth Ombudsman online, or call them on 1300 362 072.