Complaints and feedback

We value your feedback. Making a complaint, giving a compliment or offering a suggestion can help us improve our service.

Provide feedback or make a complaint about myGov.

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.

If you are a business or health professional, you can provide your feedback or make a complaint using the specific options available for you.

How to make a complaint, suggestion or compliment

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
  • call us:

    • if you need immediate assistance with a complaint, call 1800 132 468
    • 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, call us on one of our international phone numbers
  • write to us:

    • online
    • 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

Please bear in mind, if you provide feedback or complaints to us in writing, it may take us longer to respond.

You can provide feedback in your language, or we can arrange translation and interpreter services.

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.

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, it will be from a private number. For privacy reasons, we can’t leave a message unless your voicemail clearly identifies who you are.

Commonwealth Ombudsman

If we do not resolve your complaint to your satisfaction, you can contact the Commonwealth Ombudsman through their website.

Page last updated: 29 September 2017