Complaints and feedback
We value your feedback. Making a complaint, giving a compliment or offering a suggestion can help us improve our service.
If you wish to make a complaint or offer us a suggestion or compliment, you can:
Speak to one of our staff:
- you can talk with any of our staff, and if you’re not happy with their response you can speak to their manager
Write to us:
Feedback or complaints can be provided to us in writing, but it may take us longer to respond.
You can write to us online, or you can send us a letter - postage is free from within Australia.Centrelink and Medicare
DHS Complaints and Feedback
Reply Paid 7800
Canberra BC ACT 2610 Child Support
Child Support Complaints and Feedback
Reply Paid 9815
Melbourne, Vic 3001
What we need from you
Please be clear, factual, and tell us the outcome you would like. Providing your name and contact details will also help us to get in touch and help resolve the issue. If you provide feedback anonymously, we won’t be able to respond to you personally.
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.
How we’ll respond
We aim to resolve complaints within 10 working days. If we can’t resolve your complaint, we will explain why and let you know what other options you have.
If we need to contact you, we will generally do so within 5 working days of receiving your complaint. If we do call you, it will be from a private number. For privacy reasons, we can’t leave a message unless your voicemail clearly identifies who you are.
If we do not resolve your complaint to your satisfaction, you can contact the Commonwealth Ombudsman through their website.