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Complaint Form

* Required

•The ACT Ombudsman can investigate complaints about the decisions and administrative actions of ACT government agencies responsible for services such as:ºpublic housingºcorrective servicesºplanning and city servicesºthe processing of freedom of information requests.

•We cannot investigate some complaints. This includes complaints about the actions of ACT Government ministers or politicians, Commissioners, private individuals and decisions of courts and tribunals.

•You can use this form to make a complaint.

•Our privacy policy is available here.

•To find out what happens with your complaint, please visit our What we do with your complaint page.

•This form must be completed in a single session.

•Information in this form is sent to us via the business.gov.au form service and is encrypted.

What is your complaint about? *

We can investigate complaints about the decisions and actions of ACT Government agencies responsible for services such as public housing, corrective services, planning and municipal services; and problems with freedom of information requests, such as processing delays and charges. We cannot investigate complaints about the actions of ACT Government ministers or politicians; private individuals; or environment, health and young person services (there are special commissioners to deal with these issues); decisions of courts and tribunals; and public service employment.

Name of the organisation your complaint is about *

We cannot investigate your complaint

We cannot investigate , as these matters are outside our powers.

Complaints about health services, disability services and services for older people are outside our jurisdiction.The ACT Human Rights Commission may be able to assist with your complaint about health services, disability services or services for older people. Their contact details are: •Internet: http://www.hrc.act.gov.au/•Phone: 02 6205 2222
The Aged Care Complaints Commissioner may be able to assist with your complaint about aged care services. Their contact details are: •Internet: https://www.agedcarecomplaints.gov.au/•Phone: 1800 550 552

Complaints about the supply of energy and water supply are outside our jurisdiction.The ACT Civil and Administrative Tribunal considers these complaints.Their contact details are: •Internet: https://www.acat.act.gov.au/case-types/energy-and-water-cases•Phone: 02 6207 7740

Complaints about ACT Policing are investigated under the jurisdiction of the Commonwealth Ombudsman

Policing services in the ACT are delivered by the Australian Federal Police, an Australian Government agency.

To make a complaint about ACT Policing, please lodge a complaint with the Commonwealth Ombudsman. •Internet: Please use the Commonwealth Ombudsman Complaint Form . Select ‘Other Australian Government Agency’ from the dropdown menu and type 'ACT Policing' in the organisation field. •Phone: call 1300 362 072

If you have an issue relating to the ACT Reportable Conduct Scheme (employment-related child protection), please contact our office on: •Internet: https://www.ombudsman.act.gov.au/improving-the-act/reportable-conduct•Phone: 02 6276 3770
Other complaints or issues about children’s services (including school education and child protection) are outside our jurisdiction.The ACT Human Rights Commission may be able to assist with your complaint. Their contact details are:
•Internet: http://www.hrc.act.gov.au/•Phone: 02 6205 2222

Have you lodged a complaint with the complaint handling area of the organisation you are dissatisfied with? *

No

Yes

Complaint reference number and date lodged

Complaint reference number or date lodged

Provide any complaint reference number the organisation you are complaining about has to identify your complaint, and the date you lodged your complaint with the organisation. Do NOT provide your tax file number (TFN) or any confidential numbers.

We usually do not investigate a complaint until it has been raised with the organisation involved. This gives the organisation an opportunity to solve the matter first.

We suggest that you lodge a complaint with Housing ACT. The contact details are: •Internet: http://www.communityservices.act.gov.au/hcs •Phone: 1800 132 468 •Email: housing.customerservice@act.gov.au

We suggest that you lodge a complaint with the with the complaint-handling area of the organisation you are dissatisfied with by contacting the Access Canberra:•Internet: https://www.accesscanberra.act.gov.au/•Phone: 13 22 81•Online Form: https://www.accesscanberra.act.gov.au/app/ask/

If this does not resolve your complaint, you are welcome to contact us again with the response provided to you.

Do you believe there are special reasons for you to complain to us without first complaining to the organisation you are dissatisfied with? *

No

Yes

Explain the reasons you have not lodged a complaint with the organisation you are dissatisfied with (300 character limit)

Contact details

Fields marked with * are required

Your details

Important information about anonymous complaintsYou can make an anonymous complaint.
However, unless the complaint raises a serious matter and contains enough information to enable an investigation, we do not normally investigate anonymous complaints.
You may wish to discuss your complaint with our office to help you decide whether or not to complain anonymously. You may also wish to read our Privacy Policy.

Do you wish to make this complaint anonymously?

No

Yes

I acknowledge that I have read and understand the important information about anonymous complaints provided above *

Surname *

First Name *

Title

Title (Other)

Date of birth

Date

Day

Month

Year

Company

Address

Suburb

State

State (Other)

Country

Postcode

Email

Mobile

Phone

International

Preferred contact method

Are you making this complaint on behalf of someone else? *

No

Yes

Complete an Authorisation Form

You can submit a complaint on behalf of someone else. Before we can investigate the complaint, a consent form must be signed by the person you are making the complaint on behalf of. We may also need to contact the other person to confirm details of the complaint.

Download the Permission for another person to act on my behalf declaration and attach a completed copy at the end of this Complaint Form.

Details of the person you are making this complaint for

Surname *

First Name *

Title

Title (Other)

Date of birth

Date

Day

Month

Year

Relationship to you *

Phone

Mobile

Email

Address

Suburb

State

State (Other)

Country

Postcode

Complaint details

Fields marked with * are required

Describe your complaint * (1200 character limit)

What steps have you taken to resolve your complaint? * (1200 character limit)

What would you like the organisation you are complaining about to do in order to resolve your complaint? * (500 character limit)

In some situations, we may decide that a complaint would be best handled by being transferred back to the organisation being complained about for action. Do you consent to us transferring your complaint in these circumstances? *

No

Yes

Do you wish to attach files to your complaint?

No

Yes

How to attach files

After you press the Submit button, you will be taken to a new page where you can upload attachments. You must press the Continue button after you add your files otherwise your submission will not be complete.